While industry experts agree that not all the ideal benefits can be harvested by a typical CRM solution, organizations should at least target an implementation that sets the foundation for enhancing the customer satisfaction for their products and services in the long haul. So what makes a better CRM implementation?
Customer-facing project teams are the face of the organization, and that has to mean something. We need to help project teams understand the ground rules that they are operating within--and what is expected of them.
CRM tools can offer tremendous insight into your customer base and their needs. Are you leveraging that information? For most organizations, there’s a better approach than the status quo--and the information is already at your fingertips.
You may think that a project manager’s ability to influence CRM is minimal, particularly on projects that are not customer facing. Think again. Recent studies link employee engagement to customer satisfaction and profitability.
It is difficult for project managers to know, at times, who our customer actually is. Is someone a customer just because they are a stakeholder? Or, worse, is someone a customer just because they want to have a say in what your project does and how it is delivered? One hopes--if only for our sanity--that this isn't the case.
A client project is a disaster, and they want to cancel the project. Would you be willing to step in as project manager? Can you help rescue the project and rebuild the fragile client relationship? Employ crisis skills to find success.
Throughout my management writing career I've developed a reputation for pointing out issues that run contrary to popular opinion. So, when I saw March's theme of customer relations management, ...
With CRM being this month’s focus area, making all your systems interact with each other is a key part of being able to get the data you need to feed your CRM system. Your project, therefore, if ...
It appears that not much has changed in regard to customer relationship management success. Despite the advances in data analytics, predictive modeling and Big Data mining, the harsh reality is that the drivers of CRM have essentially remained unchanged. As we approach the halfway mark of the new millennium’s second decade, isn’t it time to rethink CRM?
For customer-facing organizations, customer relationship management is more than just a sales tool, it’s project initiation manifested. Here, we look at how organizations can better integrate their sales and delivery processes to the benefit of both sides of the business as well as the customer.
How you manage your customer’s expectations will to a great extent determine the relationship you have with them. There are many different methods and ideas on how to manage customer expectations. Which one will you choose?
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While hunting in Africa, I shot an elephant in my pajamas. How an elephant got into my pajamas I'll never know. - Groucho Marx |
