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We are still seeing plenty of program misstarts, and a number of outright failures. --Bernie Goldberg, founder of Direct Marketing Publishers
The process of implementing a CRM program often goes wrong because of hurried projects that are implemented simply for technology sake with unrealistic project timelines and poorly documented goals.
As a business progresses, effective and systematic sales management becomes increasingly crucial.
Organizations seeking to provide a universal view of customer information must deploy knowledge-powered central databases that can store and automatically present all important and relevant data for a customer.
If competencies really worked, we should see numerous examples of increased productivity and profitability as any given sales force becomes more and more competent.
Organizations making the most of email marketing rarely, if ever, think only in terms of one email.
Chances are good that a customer will never reach a live agent during any given transaction, so companies should be more concerned with their IVR and voice application performance.
Deliverer service consistency and value-based service, and streamline customer service processes, among other actions.
The best risk mitigation for a prospect is a satisfied customer.
Small and medium-size businesses require an approach to CRM that minimizes risk and cost, and increases return on investment.
CRM suites have broadened significantly from their roots, but companies are finding that the automation and successful execution of a company's revenue strategy clearly requires a different focus.
There are five must-haves: functionality that provides for integration with back-office applications; advanced scheduling capabilities; spare-parts integration; connectivity for a wide range of mobile and wireless devices; a comprehensive customer data model that provides a single view of customer.
To encourage their customers to be evangelists, companies must first build customer loyalty.
Companies win customer share by investing in customer development and customer management strategies.
Emerging technologies are providing a collaborative framework capable of building a virtual sales office integrating many CRM capabilities with active collaboration tools.
If no one is willing to use it, the best system in the world is worthless. Avoiding this fate is the real key to success in implementing a CRM or PRM application.
Change decisions come about when business plans and objectives meet the reality of a continuously changing market; service provider decisions are choices among alternative providers that will help make the change.
Industry estimates show that 3.5 to 4 percent of all wireless subscribers switch carriers each month, a significantly higher number than found in similar industries like Internet or cable services.
Marketing professionals justify their value in contributing to an organization's financial success by setting goals and managing expectations; by developing and executing results-oriented campaigns; and by measuring and quantifying results, among other key actions.
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