- Mike Wittenstein, Chief Experience Officer, www.storyminers.com
I would like to see you explore how companies fare when they focus on what matters to them
- Scott Hornstein, Principal Hornstein Associates
CRM is the delivery of customer care as a strategic product, with measurement and reward
- Paul Greenberg, Author: CRM at the Speed of Light 3e, CCO The 56 Group, LLC
My classic definition is that “CRM is philosophy and a business strategy, supported by a system
- Art Hall, President CRM Association Atlanta Chapter
CRM is an applied approach to manage customer interactions on a one-to-one basis
- Piyush Bakshi
The continuous evolution of business processes to attain all-round customer centricity
- Kim Proctor, Customer Experience Consultant at www.customersthatclick.com
CRM is a way of orienting a business toward building relationships with customers.
- Dick Lee, High-Yield Methods
Adding value to customers in ways that add value back to the company.
- Rickard Jones, IT Contractor
I think the first sentence at wikipedia is the most accurate definition I have ever seen of CRM!.
- Marco Katrotsos, Social Media Specialist, Founder of Incredicorp
A strategy to get the most out of your business contacts either as a person or as a company.
- Bill Price, President, Driva Solutions
I have used these two definitions in graduate school lectures:
CRM has always been the focus of all companies. For without customers there can be no business .But the tools and techniques in the CRM industry has changed phenomenally and keep evolving continuously.
thinkaboutcrm.com is intended to provide cutting edge information about CRM. Its objective is to initiate, inform and involve – a collaborative platform where everyone from the CRM industry, may they be professionals, practitioners, vendors, consultants or academicians , can come together . It is intended to be a rich repository of information covering the entire gamut of CRM, from pure academic theories to hardcore CRM tools to enhance productivity and profits.
A Novel Concept: What Do Customers Think of Customer Service?
By: Scott Hornstein, Principal Hornstein Associates.
We discuss CRM and customer service issues from a lofty position. We speak of strategies and processes and successes—the articles and case histories I find are largely congratulatory.
What I don’t find are articles and case studies reflecting what customers think. Are they equally as delighted? To find out, I thought I’d ask some customers how they feel about some of the basic issues. I put together a survey and sent it to my database of family, friends, business associates, acquaintances and referrals… each and every one a customer of many companies.
CRM and web 2.0
Provided by: Aina Neva Fiati
The spread of broadband has made internet ubiquitous and provided people with a platform that is so powerful that all other media channels have been forced to take cognizance of it. Businesses too have been affected by the wave of what is termed Web 2.0.
Web 2.0 is essentially a phenomenon in which different information channels on the net are made available for the dissemination of information and ideas. The whole setup is democratic and regulated by a community approach. This leads to the generation of high trust levels amongst users.
Weaknesses of CRM systems – Part 1
Although CRM spending is increasing by the day, there is some concern regarding the rate at which CRM deployments are failing. This two-part piece aims to bring out the issues that CRM vendors are loath to talk about.
- A CRM deployment can be a major resource guzzler through its entire lifespan. Costs include cost of software, deployment expenses, customization costs, upgrade costs, licensing costs, cost of lost productivity during implementation, cost of educating the user staff, hardware and equipment costs and costs of maintaining an IT staff for running the CRM.
Return on Customer: Creating Maximum Value From Your Scarcest Resource
Editorial Review:
Author: Don Peppers - Martha Rogers
Internationally acclaimed business gurus and best-selling authors Don Peppers and Martha Rogers kicked off the CRM revolution and changed the landscape of business competition with their classic bestseller, The One to One Future. Now, in Return on Customer, they have written an even more revolutionary book, redefining the very concept of what it means to be “profitable” as a business.