CustomerThink

Displaying 1-40 of 166 results

  • White Papers // Aug 2010

    Top 8 Considerations For Evaluating And Deploying CRM

    Customer Relationship Management (CRM) is the central component of a company wide initiative, which has the single focus of maintaining a careful watch over the relationship that exists between you and your customers. What it needs to do, in order to meet that simple objective is a business discussion, which...

    Provided By CustomerThink

  • White Papers // Aug 2010

    True Leaders Surface In Tough Times

    It is in the midst of struggles and challenges that true leaders surface. With all the content and talk around leadership, it is obvious the economic, political, and corporate worlds are all looking for its leaders. Leadership is communication: "50% of all communication is talking, 75% of it is listening."...

    Provided By CustomerThink

  • White Papers // Jan 2010

    CRM Spending Report: Growth Returns Amid Shift In Buying Patterns

    CRM clearly will never see the wild upthrust in spending that it enjoyed in the years before the economy hit the skids, but customer relationships are more important than ever to the enterprise as it struggles in an uncertain economy to differentiate itself from competitors, inspire loyalty, reduce overhead and...

    Provided By CustomerThink

  • White Papers // Jan 2010

    How To Breathe New Life Into CRM Through External Data Integration And Taxonomy

    CRM solutions continue to be criticized for producing a less-than-anticipated return on investment. Some organizations are even poised to pull the plug on these popular projects, despite the significant investments made to develop them. Before taking the radical step of abandoning a CRM initiative, though, consider how much your CRM...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Why Is Customer Service Still Failing To Benefit From CRM Investment?

    While companies continue to invest in CRM enhancements, the technology is still under-delivering in the call center. Customer service staffers are still grappling with disparate systems that are often not underpinned by a clear customer centric strategy. Industry analysts agree that CRM investment will grow in 2005. A significant proportion...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Unisys Predicts Six Key Growth Drivers For CRM In 2005

    Companies today have an insatiable desire for CRM data but lack the effective measurements to discriminate a subjective observed best practice from a proven, and therefore, predictable, best practice. "The market is beginning to demand a much more fact-based approach to CRM," explains Rich Jaso, managing partner for Unisys North...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Before You Implement: Ready, Set, Stop And Think!

    Is your organization really ready to implement a customer management strategy using customer relationship management (CRM) technology? In many cases an organization's motivation to move forward with a CRM initiative is based on an event or series of events that caused a negative impact on their business. Companies typically perform...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Tips For Developing A Successful Public Sector CRM Solution

    An era of mounting budget deficits is forcing federal, state and local governments to further justify their enterprise IT investments. An area of spending that has been getting close scrutiny is the customer relationship management (CRM) marketplace, where the true value of a CRM system - improved customer service and...

    Provided By CustomerThink

  • White Papers // Jan 2010

    The Need For Change Management On CRM/Customer Engagement Journeys

    Whether it's a new or upgraded CRM system, a drive to get more out of existing technology or even a change in the philosophy of CRM for the company - it all requires some form of change management. For example let's examine company culture: Culture is defined as "The ideas,...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Planning To Implement? Build A Process First

    Think of your CRM strategy as akin to building a new house. Without an architect's plans, the best tools money can buy won't build the house you want. Like a house, a business is best built with a good upfront plan and a strong foundation. Although some people still think...

    Provided By CustomerThink

  • White Papers // Jan 2010

    What's The Real Secret To Sales Effectiveness? Customer Commitment

    Organizations that invest in CRM practices and systems see a larger percentage of sales representatives attaining their sales quotas then those that do no invest in CRM. And when an organization implements a structured CRM process, an even larger percentage of its sales representatives can achieve quota than that of...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Leverage Your Mid-Market CRM System With Third-Party Products

    The CRM industry continues to mature along with many third-party products that can take your system to a new level of efficiency and productivity. Before embarking on an expensive search and replacement of your existing system because of existing limitations, your organization should take the time to investigate third-party solutions...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Redesigning Sales Force Management Strategically

    Almost all the CRM vendors argue that their SFA can enable the enterprise to maximize the efficiencies of its sales force working in synergy. As the users of a SFA or CRM system, however, you have to ask yourselves: is SFA the IT vendors' tool to push their CRM software?...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Getting Back To Basics With S.T.E.P, The Successful Technology Enablement Process

    Traditional contact managers have provided a component of CRM for the past decade, and there are thousands of businesses that have been using stand-alone Help Desk and Sales Force Automation systems to address departmental CRM requirements. But these independent solutions have left the end user with islands of information, a...

    Provided By CustomerThink

  • White Papers // Jan 2010

    CRM Needs IT And Marketing To Work Together

    Whole swathes of literature purporting to offer the very best of CRM give scant mention of marketing and when it is mentioned the word seems totally interchangeable with sales. Yet, at the heart of CRM is the customer, not the process. And what the customer simply needs is the service/product...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Eliminating Fuzzy CRM ROI

    Understanding the true ROI of today's CRM initiatives is quite confusing, in light of conflicting analyst views. The bad news is that several 2003 reports claimed the ROI from CRM implementations was dismal, with eight out of ten projects failing to deliver on ROI promises, and 50-70 percent typical project...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Everything You Always Wanted To Know About Organizational Alignment

    Structures, in Galbraith's model, refer to specialization, shape, distribution of power, and departmentalization. Here, alignment with the other parts of the model is essentially provided thanks to the new upward and downward circulation of information : indeed, if well coupled with an ERP system, a CRM strategy will contribute to...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Beyond CRM To CMR (Customer-Managed Relationships)

    If you have a Customer Relationship Management (CRM) initiative that has stalled - or one that is not delivering the kinds of results your company had envisioned when you embarked on it - it's not too late to regain momentum. The recipe for a successful CRM implementation starts with understanding...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Anchoring A Project And Program In The Absence Of An Enterprise Strategy

    While CRM is primarily a business strategy, technology is the enabler. Large companies are able to understand individual customers because of large data warehouses that collect information about a customer from all parts of the company, from their sales patterns to their service history. Before creating a CRM business strategy,...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Making CRM Pay: A Customer Value Management Perspective

    Why is it so difficult to make CRM pay? While analysts regularly point out that 70 percent or more CRM projects destroy shareholder value, it's not like we don't know what drives success in CRM. Recent studies, like the CRMGuru Blueprint for CRM Success, have clearly identified the success factors....

    Provided By CustomerThink

  • White Papers // Jan 2010

    CRM Back Office Integration Concerns Limit Return On Investment

    Be specific about what your CRM system will be for your company, it cannot be everything so focus first on customer interactions. Too often vendors tell you how your CRM system should work for you, instead of enhancing processes your people are already familiar.Early in your back office integration, focus...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Yoga For Corporations: 10 CRM Lessons I Learned From My Yoga Guru

    Though much has been written about the need for corporate-wide commitment to CRM practices, departmental divides remain at the top of the list of factors that cripple the potential of CRM programs. If customer support agents lack access to billing data, service suffers. If product development fails to answer customer...

    Provided By CustomerThink

  • White Papers // Jan 2010

    When Relationships Are Too Complex For CRM, There's ORM

    When an opportunity moves to a production order offshore, suppliers risk losing margin, revenue and market share - not to mention the significant time and money they've invested in trying to win new opportunities. The initial response by some manufacturers has been to adapt traditional CRM applications to this complex...

    Provided By CustomerThink

  • White Papers // Jan 2010

    With CRM Success As Unpredictable As New England Weather, Here Are Strategies To Improve Sales Force Adoption

    New Englanders - city folks mainly - often buy groceries at the first forecast of snow, clearing out store shelves hours before the first snowflake falls. However, New England weather is unpredictable, and sometimes the snow never arrives, leaving refrigerators full of food that goes to waste. Some companies are...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Mobile CRM Increases Productivity

    If your enterprise has a substantial workforce in the field and you have a CRM system up and running, now is the time to evaluate a mobile CRM investment. There are a number of measurable and quantifiable benefits that a mobile CRM solution can provide workers accessing and sharing enterprise...

    Provided By CustomerThink

  • White Papers // Jan 2010

    The Eight Myths Of CRM: Don't Let CRM "Religion" Derail Project Success

    It's hard to open a trade publication, newsletter, or industry white paper without reading about the high failure rates in CRM and the newest "answer" to CRM success. Unfortunately, CRM often ends up sounding more like a religion than a business initiative, with high-level mantras and noble "solutions" designed mainly...

    Provided By CustomerThink

  • White Papers // Jan 2010

    CRM Industry Predictions For 2004: Five Key Trends

    CRM technology spending should rebound nicely in 2004, along with IT spending in general, because of an improving U.S. economy that still accounts for about half of all CRM spending. A pent-up demand for CRM improvements will help - many businesses have been in survival mode, waiting for the upturn....

    Provided By CustomerThink

  • White Papers // Jan 2010

    Go West Young Man, Go West . . . Westward On The CRM Trail

    The challenge of aligning various CRM initiatives to corporate strategy and the creation of an ensuing roadmap that sets out defined benefits throughout the CRM transformation program is a critical success factor. The response to this challenge is to circle the wagons around a CRM strategy alignment. The CRM strategy...

    Provided By CustomerThink

  • White Papers // Jan 2010

    CRM Is Not Bad, It's Just Drawn That Way

    Companies adventuring in CRM seas pay lots of attention to the boat (technology), the crew (people), the sailing training (seminars), the maps and GPS (strategy and analysis). However, few consider that they can't go from Dallas to New York by boat. Even with the best of everything, it can't be...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Nine CRM Resolutions For The New Year

    CRM is all about hidden buttons. If you push the right ones, you can unleash amazing potential from your customer base. If you don't, the competition will lure your customers away. Sadly, the buttons are hard to find, often tough to quantify, and they tend to change over time. Hence...

    Provided By CustomerThink

  • White Papers // Jan 2010

    People To People: Five Lists For Ensuring That Employees Drive CRM Success

    Customer focus is the mantra of the new century. It is virgin territory for many companies, previously organised to deliver products. As a result, some approaches have proved to be flawed, and the concept of customer relationship management (CRM) has suffered as software installed in its name has been branded...

    Provided By CustomerThink

  • White Papers // Jan 2010

    CRM Is Filling The Gaps-Between Customer Service, Sales And Marketing

    For years, Customer Relationship Management (CRM) was mistakenly viewed as part of the high-tech bubble. When that bubble finally burst, many so-called hot trends and companies vanished without a trace... but not CRM. CRM is here to stay, for one very simple reason - it's primarily a proven management process,...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Improving Business Performance With Analytical CRM

    In the early days of CRM (five or six years ago), industry analysts began to distinguish different types of CRM based on the varied ways companies were employing new technologies and business processes to interact with their customers. What emerged was the front-office brand of CRM, where the customer-facing work...

    Provided By CustomerThink

  • White Papers // Jan 2010

    You Can Succeed In Your CRM Sales Rollout

    Rolling out a CRM system to a sales team that does not follow a standard sales process is doomed to be nothing more than a glorified contact manager. Without a standard sales process, it is improbable that you will get an accurate forecast and nearly impossible to effectively coach the...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Before Implementing CRM Software, Redesign Your Workflow-All Of It!

    CRM doesn't involve just marketing, sales and service. It involves the whole business. Yup. Manufacturing, procurement, logistics, warehousing, accounting, billing, even HR sometimes. CRM is an organization-wide belief that affects business process across all functions, not just in the front office. Heck, if all you change is front-office stuff, you...

    Provided By CustomerThink

  • White Papers // Jan 2010

    CRM For Government: Don't Bite Off More Than You Can Chew

    CRM in the public sector is currently one of the few brights spots in an otherwise dismal market. The realisation by the UK Government that providing a decent service for its citizens was more than a nice to have has led to a rapid increase in large CRM implementations. But...

    Provided By CustomerThink

  • White Papers // Jan 2010

    If You Benchmark, You'll Find Customer-Centricity Sells Itself

    Every company is absolutely convinced that it is customer centric. Serving the customers, the CEO will argue, is what everyone in his operation does. After all, he sent a memo to everyone in the organization about the importance of the customer. He also approved the acquisition of posters that artistically...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Re-assessing The Need For Channel Integration

    CRM is not an end in its own right but a commercial strategy that must deliver a tangible and measurable result, whether that be improved retention, increased cross-selling or a greater share of customer wallet. In reality, the last decade of bottom-line growth has been won through being able to...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Everyone Should Have The Same Mission: Satisfied Customers

    In reality, for all the talk of customer relationship management over the last 10 years, almost all contact centers are still considered cost centers. But when you consider them as cost centers, it's extremely difficult to fund the enabling technologies that keep them innovative, to improve processes that maximize effectiveness...

    Provided By CustomerThink

  • White Papers // Jan 2010

    It's Time To Make Call Center Agents Professionals

    If you want to generate reliable revenue in the call center, consider professionalizing the position of call center agent. The call center agent's job is the latest in a long line of positions that started out as relatively menial work that became vital to the operation of an organization. In...

    Provided By CustomerThink

  • White Papers // Jan 2010

    CRM Spending Report: Growth Returns Amid Shift In Buying Patterns

    CRM clearly will never see the wild upthrust in spending that it enjoyed in the years before the economy hit the skids, but customer relationships are more important than ever to the enterprise as it struggles in an uncertain economy to differentiate itself from competitors, inspire loyalty, reduce overhead and...

    Provided By CustomerThink

  • White Papers // Jan 2010

    How To Breathe New Life Into CRM Through External Data Integration And Taxonomy

    CRM solutions continue to be criticized for producing a less-than-anticipated return on investment. Some organizations are even poised to pull the plug on these popular projects, despite the significant investments made to develop them. Before taking the radical step of abandoning a CRM initiative, though, consider how much your CRM...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Why Is Customer Service Still Failing To Benefit From CRM Investment?

    While companies continue to invest in CRM enhancements, the technology is still under-delivering in the call center. Customer service staffers are still grappling with disparate systems that are often not underpinned by a clear customer centric strategy. Industry analysts agree that CRM investment will grow in 2005. A significant proportion...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Unisys Predicts Six Key Growth Drivers For CRM In 2005

    Companies today have an insatiable desire for CRM data but lack the effective measurements to discriminate a subjective observed best practice from a proven, and therefore, predictable, best practice. "The market is beginning to demand a much more fact-based approach to CRM," explains Rich Jaso, managing partner for Unisys North...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Before You Implement: Ready, Set, Stop And Think!

    Is your organization really ready to implement a customer management strategy using customer relationship management (CRM) technology? In many cases an organization's motivation to move forward with a CRM initiative is based on an event or series of events that caused a negative impact on their business. Companies typically perform...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Tips For Developing A Successful Public Sector CRM Solution

    An era of mounting budget deficits is forcing federal, state and local governments to further justify their enterprise IT investments. An area of spending that has been getting close scrutiny is the customer relationship management (CRM) marketplace, where the true value of a CRM system - improved customer service and...

    Provided By CustomerThink

  • White Papers // Jan 2010

    The Need For Change Management On CRM/Customer Engagement Journeys

    Whether it's a new or upgraded CRM system, a drive to get more out of existing technology or even a change in the philosophy of CRM for the company - it all requires some form of change management. For example let's examine company culture: Culture is defined as "The ideas,...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Planning To Implement? Build A Process First

    Think of your CRM strategy as akin to building a new house. Without an architect's plans, the best tools money can buy won't build the house you want. Like a house, a business is best built with a good upfront plan and a strong foundation. Although some people still think...

    Provided By CustomerThink

  • White Papers // Jan 2010

    What's The Real Secret To Sales Effectiveness? Customer Commitment

    Organizations that invest in CRM practices and systems see a larger percentage of sales representatives attaining their sales quotas then those that do no invest in CRM. And when an organization implements a structured CRM process, an even larger percentage of its sales representatives can achieve quota than that of...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Leverage Your Mid-Market CRM System With Third-Party Products

    The CRM industry continues to mature along with many third-party products that can take your system to a new level of efficiency and productivity. Before embarking on an expensive search and replacement of your existing system because of existing limitations, your organization should take the time to investigate third-party solutions...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Redesigning Sales Force Management Strategically

    Almost all the CRM vendors argue that their SFA can enable the enterprise to maximize the efficiencies of its sales force working in synergy. As the users of a SFA or CRM system, however, you have to ask yourselves: is SFA the IT vendors' tool to push their CRM software?...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Getting Back To Basics With S.T.E.P, The Successful Technology Enablement Process

    Traditional contact managers have provided a component of CRM for the past decade, and there are thousands of businesses that have been using stand-alone Help Desk and Sales Force Automation systems to address departmental CRM requirements. But these independent solutions have left the end user with islands of information, a...

    Provided By CustomerThink

  • White Papers // Jan 2010

    CRM Needs IT And Marketing To Work Together

    Whole swathes of literature purporting to offer the very best of CRM give scant mention of marketing and when it is mentioned the word seems totally interchangeable with sales. Yet, at the heart of CRM is the customer, not the process. And what the customer simply needs is the service/product...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Eliminating Fuzzy CRM ROI

    Understanding the true ROI of today's CRM initiatives is quite confusing, in light of conflicting analyst views. The bad news is that several 2003 reports claimed the ROI from CRM implementations was dismal, with eight out of ten projects failing to deliver on ROI promises, and 50-70 percent typical project...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Everything You Always Wanted To Know About Organizational Alignment

    Structures, in Galbraith's model, refer to specialization, shape, distribution of power, and departmentalization. Here, alignment with the other parts of the model is essentially provided thanks to the new upward and downward circulation of information : indeed, if well coupled with an ERP system, a CRM strategy will contribute to...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Beyond CRM To CMR (Customer-Managed Relationships)

    If you have a Customer Relationship Management (CRM) initiative that has stalled - or one that is not delivering the kinds of results your company had envisioned when you embarked on it - it's not too late to regain momentum. The recipe for a successful CRM implementation starts with understanding...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Anchoring A Project And Program In The Absence Of An Enterprise Strategy

    While CRM is primarily a business strategy, technology is the enabler. Large companies are able to understand individual customers because of large data warehouses that collect information about a customer from all parts of the company, from their sales patterns to their service history. Before creating a CRM business strategy,...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Making CRM Pay: A Customer Value Management Perspective

    Why is it so difficult to make CRM pay? While analysts regularly point out that 70 percent or more CRM projects destroy shareholder value, it's not like we don't know what drives success in CRM. Recent studies, like the CRMGuru Blueprint for CRM Success, have clearly identified the success factors....

    Provided By CustomerThink

  • White Papers // Jan 2010

    CRM Back Office Integration Concerns Limit Return On Investment

    Be specific about what your CRM system will be for your company, it cannot be everything so focus first on customer interactions. Too often vendors tell you how your CRM system should work for you, instead of enhancing processes your people are already familiar.Early in your back office integration, focus...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Yoga For Corporations: 10 CRM Lessons I Learned From My Yoga Guru

    Though much has been written about the need for corporate-wide commitment to CRM practices, departmental divides remain at the top of the list of factors that cripple the potential of CRM programs. If customer support agents lack access to billing data, service suffers. If product development fails to answer customer...

    Provided By CustomerThink

  • White Papers // May 2006

    Customer Experience Management: The Value of "Moments of Truth"

    To manage customer experiences, one must first understand what "Customer experience" means. It's almost as difficult to pin down as "Customer relationship." Customer experiences include every point in which the customer interacts with the business, product or service. Customer Relationship Management (CRM) is a business strategy to acquire, grow and...

    Provided By CustomerThink

  • White Papers // Nov 2009

    3 Steps To Successful Sales Forecasting

    Tourism is considered as an important economic sector in all OECD countries, especially Switzerland, for making significant contributions to their national economies in terms of employment, gross domestic product and services export (OECD 2008c). Lately, Switzerland's tourism industry is witnessing increased competition because of reduced demand, increase in new tourism...

    Provided By CustomerThink

  • White Papers // Jan 2010

    When Relationships Are Too Complex For CRM, There's ORM

    When an opportunity moves to a production order offshore, suppliers risk losing margin, revenue and market share - not to mention the significant time and money they've invested in trying to win new opportunities. The initial response by some manufacturers has been to adapt traditional CRM applications to this complex...

    Provided By CustomerThink

  • White Papers // Jan 2010

    With CRM Success As Unpredictable As New England Weather, Here Are Strategies To Improve Sales Force Adoption

    New Englanders - city folks mainly - often buy groceries at the first forecast of snow, clearing out store shelves hours before the first snowflake falls. However, New England weather is unpredictable, and sometimes the snow never arrives, leaving refrigerators full of food that goes to waste. Some companies are...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Mobile CRM Increases Productivity

    If your enterprise has a substantial workforce in the field and you have a CRM system up and running, now is the time to evaluate a mobile CRM investment. There are a number of measurable and quantifiable benefits that a mobile CRM solution can provide workers accessing and sharing enterprise...

    Provided By CustomerThink

  • White Papers // Jan 2010

    The Eight Myths Of CRM: Don't Let CRM "Religion" Derail Project Success

    It's hard to open a trade publication, newsletter, or industry white paper without reading about the high failure rates in CRM and the newest "answer" to CRM success. Unfortunately, CRM often ends up sounding more like a religion than a business initiative, with high-level mantras and noble "solutions" designed mainly...

    Provided By CustomerThink

  • White Papers // Jan 2010

    CRM Industry Predictions For 2004: Five Key Trends

    CRM technology spending should rebound nicely in 2004, along with IT spending in general, because of an improving U.S. economy that still accounts for about half of all CRM spending. A pent-up demand for CRM improvements will help - many businesses have been in survival mode, waiting for the upturn....

    Provided By CustomerThink

  • White Papers // Jan 2010

    Go West Young Man, Go West . . . Westward On The CRM Trail

    The challenge of aligning various CRM initiatives to corporate strategy and the creation of an ensuing roadmap that sets out defined benefits throughout the CRM transformation program is a critical success factor. The response to this challenge is to circle the wagons around a CRM strategy alignment. The CRM strategy...

    Provided By CustomerThink

  • White Papers // Jan 2010

    CRM Is Not Bad, It's Just Drawn That Way

    Companies adventuring in CRM seas pay lots of attention to the boat (technology), the crew (people), the sailing training (seminars), the maps and GPS (strategy and analysis). However, few consider that they can't go from Dallas to New York by boat. Even with the best of everything, it can't be...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Nine CRM Resolutions For The New Year

    CRM is all about hidden buttons. If you push the right ones, you can unleash amazing potential from your customer base. If you don't, the competition will lure your customers away. Sadly, the buttons are hard to find, often tough to quantify, and they tend to change over time. Hence...

    Provided By CustomerThink

  • White Papers // Jan 2010

    People To People: Five Lists For Ensuring That Employees Drive CRM Success

    Customer focus is the mantra of the new century. It is virgin territory for many companies, previously organised to deliver products. As a result, some approaches have proved to be flawed, and the concept of customer relationship management (CRM) has suffered as software installed in its name has been branded...

    Provided By CustomerThink

  • White Papers // Jan 2010

    CRM Is Filling The Gaps-Between Customer Service, Sales And Marketing

    For years, Customer Relationship Management (CRM) was mistakenly viewed as part of the high-tech bubble. When that bubble finally burst, many so-called hot trends and companies vanished without a trace... but not CRM. CRM is here to stay, for one very simple reason - it's primarily a proven management process,...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Improving Business Performance With Analytical CRM

    In the early days of CRM (five or six years ago), industry analysts began to distinguish different types of CRM based on the varied ways companies were employing new technologies and business processes to interact with their customers. What emerged was the front-office brand of CRM, where the customer-facing work...

    Provided By CustomerThink

  • White Papers // Jan 2010

    You Can Succeed In Your CRM Sales Rollout

    Rolling out a CRM system to a sales team that does not follow a standard sales process is doomed to be nothing more than a glorified contact manager. Without a standard sales process, it is improbable that you will get an accurate forecast and nearly impossible to effectively coach the...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Before Implementing CRM Software, Redesign Your Workflow-All Of It!

    CRM doesn't involve just marketing, sales and service. It involves the whole business. Yup. Manufacturing, procurement, logistics, warehousing, accounting, billing, even HR sometimes. CRM is an organization-wide belief that affects business process across all functions, not just in the front office. Heck, if all you change is front-office stuff, you...

    Provided By CustomerThink

  • White Papers // Jan 2010

    CRM For Government: Don't Bite Off More Than You Can Chew

    CRM in the public sector is currently one of the few brights spots in an otherwise dismal market. The realisation by the UK Government that providing a decent service for its citizens was more than a nice to have has led to a rapid increase in large CRM implementations. But...

    Provided By CustomerThink

  • White Papers // Jan 2010

    If You Benchmark, You'll Find Customer-Centricity Sells Itself

    Every company is absolutely convinced that it is customer centric. Serving the customers, the CEO will argue, is what everyone in his operation does. After all, he sent a memo to everyone in the organization about the importance of the customer. He also approved the acquisition of posters that artistically...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Re-assessing The Need For Channel Integration

    CRM is not an end in its own right but a commercial strategy that must deliver a tangible and measurable result, whether that be improved retention, increased cross-selling or a greater share of customer wallet. In reality, the last decade of bottom-line growth has been won through being able to...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Everyone Should Have The Same Mission: Satisfied Customers

    In reality, for all the talk of customer relationship management over the last 10 years, almost all contact centers are still considered cost centers. But when you consider them as cost centers, it's extremely difficult to fund the enabling technologies that keep them innovative, to improve processes that maximize effectiveness...

    Provided By CustomerThink

  • White Papers // Jan 2010

    It's Time To Make Call Center Agents Professionals

    If you want to generate reliable revenue in the call center, consider professionalizing the position of call center agent. The call center agent's job is the latest in a long line of positions that started out as relatively menial work that became vital to the operation of an organization. In...

    Provided By CustomerThink