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CRM @Vantage:

Issue #3

CRM is different things to different people.  This article provides a view of the main functionality it should include, key benefits  and critical success factors to consider for your implementation.

100 Proven CRM Ideas (Part 1)

 

 

...successful and disastrous: 90 bright ideas for your CRM strategy and 10 dim ones to avoid. Edited by David Myron, Editor-in-Chief

by Coreen Bailor, Colin Beasty, Jason Compton, Alexandra DeFelice, Marshall Lager, and David Myron
Wednesday, June 01, 2005

CRM projects fail--and succeed--for many reasons. When they fail it's often because they lack guidance. It takes a customer-centric vision across all departments and employee levels to be successful. It's a daunting task, but don't reach for the antacid yet: Our 100th issue provides some much-needed tips for success. We racked our brains, combed through previous issues of CRM, and spoke with industry consultants and project leaders to distill 90 bright and 10 dim ideas. We found that while the formulas for CRM success may differ, they include some or all of the 90 bright ideas.

 

Don't believe us? The proof is in the process. When CRM works, C-level execs make smarter decisions because they have a 360-degree view of corporate performance; salespeople increase their proficiency and close more deals; marketers create more targeted campaigns with better insight into their effectiveness; and employees--especially CSRs--become more productive and efficient.

 

Consider the 100 ideas list here a guide to proven strategies for starting or resuscitating your CRM efforts. The sales, marketing, customer service, and company-wide ideas are color coded to show where they best fit in the organization. We believe companies following these strategies are the ones truly committed to long-term CRM success. If we're wrong, you can give us 100 lashes with a wet metric.


1| Break down those silos. Having an integrated customer service solution is critical to maintaining customer service. Disparate databases of customer information prevent companies from gaining a holistic view of the customer throughout the organization.


2| Make a business case. Prior to selecting the CRM system, monitor employee behavior and performance to identify which business processes can benefit the most. Determine how the CRM system might help share information and resources, cut clutter, administrative duties, and duplicated tasks.


3| Keep customers in mind. While the technology that enables successful CRM is important, at its heart CRM is a business strategy. Finding out how technology can enable all of your company's touch points to facilitate its corporate strategy is key. "The software is only there to enable your implementation of a CRM strategy, not the other way around," says Izzy Franco, CRM leader for North America at Cap Gemini………..continued

 

 

 

 

 

 

 

 

 

Or, cut and past the following URL to link manually: 

 

                         http://www.destinationcrm.com/articles/default.asp?ArticleID=5099

 

 

 

Copyright 2004, CRM magazine/destinationCRM.com

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

The enclosed excerpt from the article “100 Proven CRM Ideas” is the first in a two part series providing a perspective from industry analysts on many of the key considerations based on real world implementations of CRM. We are confident you’ll find at least a few good takeaways from this list of do’s and don’ts which will be adaptable to your individual business. You may obtain access to the complete article via the link provided.

 

                              

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Joe Facchini is an independent consultant providing e-productivity services to help you build stronger customer relationships. He combines 25 years of practical sales management, marketing and application development experience with today’s information technology products to bring Small and Medium Business affordable solutions to customer focused business problems.

 

He can be reached at 416-281-5429 or Contact@VirtualVantage.ca. VirtualV@ntage looks forward to serving your business needs.

 

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