Relationships, even eCRM relationships, are a two-way street.
Managers' failure to hold salespeople accountable can stall CRM efforts.
Perspectives on changing how the ROI game is played.
How to handle discussing touchy political topics in a business setting.
How to remove the roadblocks to learning the true value of your customers.
The unambiguous flow of information from customer to field service engineer and back due to the reduction in information intermediaries translates into considerable business benefits.
CRM buyers and sellers must understand is that CRM is an evolutionary process: The speed of CRM adoption by companies is not a straight line steadily reaching toward infinity; there will be stops and starts along the way, landslides or avalanches between ice ages. The current tectonic shift has unearthed the CRM agency business model.
The path to enterprisewide CRM should be viewed as evolution, not revolution. Answering these questions will result in gaining a better understanding of what is required to generate value from your previous investments.
An engaged business is one that engages customers by anticipating the service they require and seamlessly delivering that service, sometimes before the customer is aware of that need.
Work the edge--the point of interaction with stakeholders in your business that enables effective collaboration and sharing of information--to leverage existing systems and data within such emerging customer interaction touch points as Web sites, email, chat, and telephony.
The call center industry can thrive if providers of call center services quickly and thoroughly adopt complete quality cultures.
Companies that follow this approach to CRM are finding they can achieve quick, measurable profit improvement: Become more customer-centric; act today; make better use of all that data collected in your CRM databases.
Marketing, sales, and service departments' respective goals for customer relationships are often in direct opposition to each other; EPM strategy relies upon the premise that each part of the company will deliver on, and even exceed, its performance objectives.
Perspectives on changing how the game is played.
Superstars adopt a selling style that takes full advantage of their greatest talents.
Customers expect to buy a product at the touch of a button, accurately and speedily. Thus, the real-time enterprise is a way to create real value for customers.
Making revenue enhancement a logical piece of CRM.
Companies often offer loyalty programs that focus on hard benefits to retain customers, but hard benefits are sometimes not enough. The benefits must have a high-perceived value from the customer's perspective.
CRM systems can, in fact, deliver a healthy ROI in a reasonable amount of time, no matter the economy.
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