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Spotlight on CRM

by Tom Keenze

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.

First Things First

by Tom Keenze

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.

Change for the Better

by Tom Keenze

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.

Identifying Your Competitors

by Tom Keenze

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.

Turning Plans Into Action

by Tom Keenze

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 Your Commitment to SFA Succeed

by Tom Keenze

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.

Dealing With Difficult People

by Tom Keenze

There's no getting around it—sooner or later, you're going to have a client or co-worker who's a little hard to handle. Understanding personality types and catering your style of communication are the keys to managing these difficult people successfully.

Quality Is King: Deming's Point No. 3

by Tom Keenze

You're not going to have customers to manage if your business isn't providing quality. Here's a quick review of Deming's TQM concept; it's worth a reminder.

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