- Piyush Bakshi
The continuous evolution of business processes to attain all-round customer centricity
- Dick Lee, High-Yield Methods
Adding value to customers in ways that add value back to the company.
- 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.
- Art Hall, President CRM Association Atlanta Chapter
CRM is an applied approach to manage customer interactions on a one-to-one basis
- Scott Hornstein, Principal Hornstein Associates
CRM is the delivery of customer care as a strategic product, with measurement and reward
- 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
- R. Jones, IT Contractor
I think the first sentence at wikipedia is the most accurate definition I have ever seen of CRM!.
- Bill Price, President, Driva Solutions
I have used these two definitions in graduate school lectures:
- Kim Proctor, Customer Experience Consultant at www.customersthatclick.com
CRM is a way of orienting a business toward building relationships with customers.
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 CRM tools to enhance productivity and profits.
Preparation for CRM in Government Entities: Understanding the Culture & Getting Buy In
By: Art Hall, President CRM Association Atlanta Chapter
Implementing a new CRM implies, almost by definition, changing the culture of the way business is done. This constitutes a unique challenge in government entities where standard processes and ways of doing business are cemented in place. Understanding the basis for the political and practical issues surrounding cultural change in government entities, can be critical to a successful CRM implementation.
Two areas that must be conquered in the quest for successful cultural change prior to CRM are as follows:
Creating Enduring Customer Relationships
Offered Free by: Oracle Corporation
Learn how investing in a new loyalty solution or improving your existing one will enable you to truly differentiate your business around the customer experience and drive lasting relationships.
In today's environment, customers are spending less yet competition is more intense than ever. Loyalty initiatives must evolve beyond traditional reward programs to become a strategic part of the company's customer vision.
Some CRM Don’ts to Keep in Mind
There are some strict no-no’s that you should be aware of with reference to offering customer service. The key is to keep the negatives out and accentuate the positive. Remember never say “we never”, “we don’t”, “we can’t”, “you’re wrong” or other such phrases.
The CRM Handbook: A Business Guide to Customer Relationship Management
Editorial Review:
Author: Jill Dyche.
As the thinkers have said, you should strive in all situations to know yourself and know your enemy. Most of history's great thinkers, however, were not in business. In business, you have to know your customer and understand how your company interacts with him or her. The current term for this is customer relationship management (CRM), and The CRM Handbook is the best textbook for managers on the mechanics of CRM. It's a standout in a field that's filled with squishy books that go on at length about how important CRM is, but which lack details. Jill Dyché provides lots of factual information, real case studies, carefully considered commentary, and reasoned criteria with which to evaluate CRM products and strategies. Though you'll certainly want to supplement Dyché's work with vendors' product literature and implementation proposals, you'll get a lot from her carefully researched book.