Customer Relationship Management (CRM) is not a set of software products. It is an ongoing process. Exercise and eating the right foods in the right way versus dieting to lose weight is a lifelong process that becomes an integral part of a persons daily life that also includes such personal habits of brushing your teeth, self-education, and raising children.
It is a vital business life cycle. The ongoing alignment of the basic building blocks distinguishes an elegant seamless CRM implementation which successfully builds mutually valuable relationships.
CRM is a multifaceted process, mediated by a set of information technologies, that focuses on creating two-way exchanges with customers so that firms have an intimate knowledge of their needs, wants, and buying patterns. In this way, CRM is intended to help companies understand, as well as anticipate, the needs of current and potential customers. Functions that support this business purpose include sales, marketing, customer service, training, professional development, performance management, human resource development, and compensation. Many CRM initiatives have failed because implementation was limited to software installation without alignment to a customer-centric strategy.
Key success factors are planning that includes Documenting and Reengineering a Company's Business Processes.
Business Modeling Customer Relationship Strategy, Goals and Outcomes: Numbers and description of whether goals were met and models of customer segments and game plans worked as hypothesized.
Would you believe that CRM can be a vital part of an organization that does not do sales and marketing?
Subscribe to:
Post Comments (Atom)
No comments:
Post a Comment