Keep It Simple, Silly!
What exactly is CRM? Customer Relationship Management is a company-based business strategy that is meant to achieve better cost effectiveness and improve profitability by understanding specific customer requirements. This is of most use to customer facing employees who can make speedy but informed decisions ranging from marketing strategy to positioning tactics.
The underlying philosophy of CRM essentially boils down to one single question – How does this serve the customer better? This is the same question that must permeate the entire organization right from the CEO to the customer service representative.
However for CRM to work more effectively, it is essential for three main supporting structures to be in place. It works like a tripod does. If one of the legs were shorter than the other, the effectiveness of the structure would be compromised. Technology is used to improve and support the processes which are easy-to-use and relevant to the task at hand for the involved personnel.
CRM involves some aspects of technology, but is lot more than that. It uses technology as means to process information related to people. This in turn assists the organization in terms of marketing, responsiveness and market analysis.
The pie chart lays out the basic benefits of the CRM solution while the step chart (we came up with that one) lays out the progression of initiatives to be carried out for effective implementation of the CRM solution.
Benefits of CRM
Steps to Ensure CRM Effectiveness
