Tuesday, January 27, 2009
Great service and customer relationships alone are not sufficient to be effective. If you give poor service, you won't have a relationship. If you give great service, you might not have a relationship if you don't take care of that relationship. Know your customers' preferences. It is essential to have a solid understanding of which factors in your business relationship with your customers are most important.
Use CRM effectively. Remember:
- CRM isn't CRM unless it affects the customer's experience
- CRM is a strategy, not a project. CRM can constantly be used to improve your company
- Use technology, but keep improving on it to make customers happy
- Use CRM to create a 360-degree view of every customer
Thursday, January 22, 2009
Plan your CRM solution around your customers wants, not company goals. Listen to your customers rather than forcing them to listen to you. Use accurate CRM data for promotional marketing communication.
Poor customer data management is one of the biggest barriers to getting value from CRM solutions. Data management is a critical priority. It is imperative for CRM managers to continue to focus on how data is collected, distributed and used to create value within their company.
Changing the way you do business with CRM software will help keep happy clients.
Tuesday, January 13, 2009
Implementing a new customer-centric CRM strategy requires you to take a look at your customers and change how you do business.
- Plan your CRM solution around what your customer wants, not your company goals.
- Focus on listening to your customers, rather than forcing them to listen to you.
- Use marketing communication (database marketing, email blasts, etc) to inform and educate your customers on your product and services.
Using your CRM solution to work with your customers, will help it work for you in customer sales and loyalty.
Wednesday, January 07, 2009
CRM success starts with these easy steps.
Develop customer-centric CRM business strategies. The object of planning customer-centric CRM business strategies is to find win-win opportuntities with customers. Do more for the customers so they'll do more that benefits you - like buy more and stay with you.
Redesign functional activities. Assess the roles of all departments interacting with customers to see if they are adding value to customers. Then figure out how to reconfigure the organization so that everything you do is designed to help customers and doesn't add unnecessary cost.
Re-engineer work processes. In order to put the customer in the center of your business circle, you have to change departmental roles and responsibilities. Etiher re-engineer to perform each step efficiently or re-engineer to maximize the sales/marketing process.
Select the right software. Establish a list of potential systems that match up with your needs. The best way to get a selection is to break down your technology needs process step by process step. And make sure you get references from companies similar in size to yours.