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CRM Optimization: Putting the "Customer" back in CRM
WEDNESDAY, FEBRUARY 20, 2013 • 11:00AM PT / 2:00PM ET
David Myron
Editorial Director
CRM magazine
Todd Wilkerson
Director Growth Solutions
Baker Tilly
Brian Sommer
Vital Analysis
Audio is streamed over the Internet, so turn up your computer speakers!

Is your CRM strategy outdated? Ask your executives - do they truly understand what modern CRM is and what it could mean to their firm? If the answer isn’t holistic and customer-centric, then your CRM is likely not providing the value to the organization that it should be.

If typical, your CRM implementation has been part opportunistic and part strategic. Many early CRM solutions were bought by small groups of sales people to solve immediate contact and sales force automation needs. These implementations may have missed the value a CRM solution should deliver; the ability to truly understand the ‘customer.’

CRM today, with its modern platforms, extensions and technologies has evolved to a more strategic and customer focused solution. CRM solutions now bring rich third party content, mobile apps and a social media perspective to deliver far-reaching and transformative insights into your customers. Yet, in spite of the great innovation in these modern solutions, organizations are not addressing the value they should be realizing:

  • A coherent customer strategy
  • Broader organizational uptake for the outputs of the new systems
  • Delivering to a new and greater set of expectations
  • Systemic and ongoing improvements
  • A more enlightened understanding of their customers and technology

Redefine your customer strategies and practices and decide how technology should support them. Are you ready to put a new customer focus in your CRM?

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