CRM is a strategy and involves not just the customer relations department of the company, but encompasses all aspects of the business. Since my first posting on CRM, I've learned that not only is CRM just a database of information about your customers, it is a plan on how to maintain and keep your customers.
In the book Customer Relationship Management by Kristin Anderson and Carol Kerr, it is highly recommended that before anything, you should be clear about your purpose is and what approach you want to take to create and maintain your customer relationships. If you're not clear with your purpose, you're just another company wandering aimlessly around and not maximizing your full potential. This can ultimately lead to mismanagement and unstable profits.
It's one thing to have a CRM strategy, it's another thing if it's not implemented and communicated to the entire organization. It's vital to communicate your CRM strategy to all people in all departments of the business and to make sure that everyone is on the same page. This ensures that everyone remembers that the customer is at the forefront of the business.
» What Does CRM Mean to You? from CustomersAreAlways
Early last year I introduced a new CRM application called Highrise which has now launched and been receiving many accolades from the press and business professionals. 37Signals is the company that developed Highrise and Jason Friend, a co-founder... [Read More]
Tracked on: January 7, 2008 3:19 PM | Permalink to Trackback