The corporate IT shop is no longer the sole supplier of information technology. Rather, it's one link in an ever-expanding chain of external suppliers and outsourcers. Technology and business are blending more than ever, suggesting that a purely technocratic view of IT is highly misleading.
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Merely tracking your customers' habits isn't building a relationship--it's stalking, and it's no more effective than following someone around town hoping to get a date. If you want any relationship to work, you need to be smart about it.
What's your business focus? If it's something other than your customers, you may want to rethink it. Your business is nothing without your customers. That's the whole idea behind CRM--knowing your customers, making them happy and keeping them happy.
The sheer quantity and advancement of hardware and software solutions may tempt you to approach CRM from a technological point of view. Remember: Customer relationship is about people and planning. Get your organization in order first.
Part of serving your customers is communicating a consistent corporate culture. Often that is easier said than done. Learn from these examples of diverse companies who have managed to develop winning CRM cultures.
When the U.S. military wants to turn civilians into soldiers, it breaks them down and rebuilds them. The same goes for your organization. Major change requires equal parts preparation, execution and follow-up.
You may think you know who your competitors are when it comes to providing services or products. But when you're talking about CRM, everyone is in the same game.
What are you doing? If you're like most American businesses, you aren't doing anything except talking and planning. Here's the message: It you want something done, just do it.
Making sales force automation part of your CRM efforts isn't as crazy at it might sound. In fact, it's a great step toward complete customer and client care.
A study of the Evolution of Management Theory can help you and your business survive to the next era.