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[2003-06-23] Customer-centric Business Strategies
"Customer relationship management is a business strategy to select and manage the most valuable customer relationships. CRM requires a customer-centric business philosophy and culture to support effective marketing, sales, and service processes. CRM applications can enable effective customer relationship management, provided that an enterprise has the right leadership, strategy, and culture." -The CRM Primer, http://www.crmguru.com
[2003-06-20] Getting to know you. Personalization is important
The other day I was making my way through my favorite shopping mall. You know the scene! Crowds of people, canned music the 'noise' of hundreds of people all talking at the same time!
[2003-06-16] Knowledge Management Is a Key CRM Driver
Although more than two thirds of successful CRM programs will have integrated advanced knowledge management (KM) practices in their CRM processes by 2005, Gartner analysts say there is still confusion about what KM is and what it can do for CRM.
[2003-06-16] CRM and Small Business
CRM (Customer Relationships Management) appears to mean different things to different people. I haven't seen two definitions that really agree. The giant companies have many goals when they speak of CRM. One that annoys me, that continues to crop up, is the notion of immediate software response to customer requests.
[2003-06-11] Why Your Sales Force Hates Your CRM Solution
Most executives have taken up the mantra that automated CRM systems are a panacea to solving a company's service ills. So, why does the sales force hate the CRM solution so bitterly? If you haven't heard any complaints from your sales force, then you may not be getting honest feedback (or maybe you're not listening very hard). But you say, "The sales team and customer service both serve the customer - why should sales care about the CRM solution?" The answer is easy. CRM actually impacts the sales team solidly, and you should not only realize its impact but also consider ways to use it to assist your sales team.
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