- Rickard Jones, IT Contractor
I think the first sentence at wikipedia is the most accurate definition I have ever seen of CRM!.
- 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
- 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.
- Dick Lee, High-Yield Methods
Adding value to customers in ways that add value back to the company.
- Kim Proctor, Customer Experience Consultant at www.customersthatclick.com
CRM is a way of orienting a business toward building relationships with customers.
- Scott Hornstein, Principal Hornstein Associates
CRM is the delivery of customer care as a strategic product, with measurement and reward
- Piyush Bakshi
The continuous evolution of business processes to attain all-round customer centricity
- Bill Price, President, Driva Solutions
I have used these two definitions in graduate school lectures:
- Art Hall, President CRM Association Atlanta Chapter
CRM is an applied approach to manage customer interactions on a one-to-one basis
- 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
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.
Rejecting the Turnstile Relationship: Instead, invest more in your best customers
By: Scott Hornstein, Principal Hornstein Associates.
In real-life I am a customer, and as a customer I’d like to suggest a strategy that will have you prospering in these crazy times while everyone else is scrambling. This strategy offers stability, greater profitability and increasing referrals.
Why does dissatisfaction with CRM arise?
Provided by: Aina Neva Fiati
It’s a major conundrum that’s a favorite with research firms – CRM spending continues to rise but so do the failure rates of CRM implementations. Why does this happen? Probably because the promise of CRM is too strong to resist. Most companies get into CRM deployments promising themselves that they will follow the recommended best practices and due diligence measures but fail or falter due to some reason or the other.
How to Deal with Difficult Customers
A good word spoken by a satisfied customer is worth hundreds of dollars of advertising. At the same time, a disgruntled customer can do serious damage to your reputation. Prevention is better than fire-fighting. There is always a reason why a customer acts difficult. Know the reasons and treat each customer accordingly.
Implementing CRM: From Technology to Knowledge
Editorial Review:
Author: David Finnegan - Leslie P. Willcocks
Firms are continually seeking new ways to forge close relationships with their most valuable customers. With recent advances in networking and database management, firms have both the motivation and the means for improving their Customer Relationship Management (CRM) strategies.
This book focuses on the actuality of implementing CRM. It is about the organization's ability to provide a seamless and personalized experience to each customer rather than a transactional or product-focused approach where the future of the relationship is not an over-riding consideration. This book connects CRM systems implementation with organizational change for the first time. It looks into the factors that distinguish firms which connect with their customers and gain customer loyalty with firms that are not as successful. It also describes the micro-processes that occur on a daily basis in a company and all the small decisions managers and employees take during the implementation of change and the creation of knowledge.