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CRM Definition and Solutions - CRM Definition and Solutions...

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1/28/2014 CRM Definition and Solutions http://www.cio.com/article/print/40295 1/4 From: www.cio.com CRM Definition and Solutions – Thomas Wailgum, CIO March 06, 2007 Compiled by Susannah Patton and Tom Wailgum What is CRM? What is the goal of CRM? That sounds rosy. How does it happen? Are there any indications of the need for a CRM project? How long will it take to get CRM in place? How much does CRM cost? What are advantages of hosted or on-demand CRM vs. on-premise and vice versa? What are the keys to successful CRM implentation? Which division should run the CRM project? What causes CRM projects to fail? What industries are leading the way in CRM implementations? Which industry is behind the curve? What is CRM? CRM stands for Customer Relationship Management. It is a strategy used to learn more about customers' needs and behaviors in order to develop stronger relationships with them. Good customer relationships are at the heart of business success. There are many technological components to CRM, but thinking about CRM in primarily technological terms is a mistake. The more useful way to think about CRM is as a strategic process that will help you better understand your customers’ needs and how you can meet those needs and enhance your bottom line at the same time. This strategy depends on bringing together lots of pieces of information about customers and market trends so you can sell and market your products and services more effectively. What is the goal of CRM? The idea of CRM is that it helps businesses use technology and human resources to gain insight into the behavior of customers and the value of those customers. With an effective CRM strategy, a business can increase revenues by: providing services and products that are exactly what your customers want offering better customer service cross selling products more effectively helping sales staff close deals faster retaining existing customers and discovering new ones Print Article Close Window
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1/28/2014 CRM Definition and Solutions http://www.cio.com/article/print/40295 2/4 That sounds rosy. How does it happen? It doesn't happen by simply buying software and installing it. For CRM to be truly effective, an organization must first understand who its customers are and what their value is over a lifetime. The company must then determine what the needs of its customers are and how best to meet those needs. For example, many financial institutions keep track of customers' life stages in order to market appropriate banking products like mortgages or IRAs to them at the right time to fit their needs.
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