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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.
The true cost of email marketing is the opportunity squandered as your loyal customers unsubscribe.
A direct route to adoption is to address issues that are causing pain in the sales and marketing arena.
CRM requires a full integration of all pre- and postsales services systems operating from a common database, using a variety of voice, data, and image communication links (wireless, Internet, etc.).
Assessing agents' writing skills means more than testing their keyboarding and spelling ability; it means finding out whether they have strong big- and small-picture writing skills.
Through KM support organizations can answer questions and resolve problems using, reusing, and adding to, information that exists all over the company, which in turn improves the bottom line.
Here are 12 lessons that have been learned from the history of CRM implementations that companies must heed to ensure that they build effective CRM capabilities.
For CRM to truly be effective, solutions must be designed and customized to fit with the unique business processes of each organization.
To achieve maximum effectiveness executives must maintain a proper balance between internal and external focus.
To understand how good your sales organization is--or in some cases, how bad it is--you must first know what data are crucial to make that evaluation.
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