| Topic : Building Blocks of CRM |
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Oracle CRM
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Source : http://www.crmtrends.com
Activity:
1 comments
368 views
last activity : 07 06 2010 20:18:04 +0000
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Implementing CRM is a very important for any business. There are certain best practices to harvest success from the CRM implementation. Lets have a look at the crm best practices.
Identify who your customer is:
Is there agreement on definition of "customer?" - The marketing department of an automobile company might consider a "customer" to be a dealer, but the call center might consider it to be a driver. Have consensus on this and other key definitions. Can you identify your customers across multiple touch points (retail, call center, mail, catalog, web and e-mail)?
Look for a CRM solution that fits your needs, not the other way around:
Small- and medium-sized businesses were conditioned to believe that they had to change their business to fit the application and that customization was beyond their reach. But that is not the case.
Make sure your CRM solution will keep your data safe
Many small businesses often don't think about all the critical customer data that sits on the typical salesperson's PC just waiting for someone with a floppy disk or USB drive to download it and walk away. So when considering a CRM solution, make sure you think about security and discuss any issues you may have with vendors .
Set realistic goals and periodically measure your progress:
Many
small businesses, in their impatience to generate more sales, set
unrealistic goals, starting with the amount of time it will take to
install and roll out their new CRM software to the entire sales force,
as well as other users.This should not be done.
Define customer experience goals:
Articulate the
customer experience. How should your experience feel? Identify
important business interactions e.g. high volume or high cost. Identify
interactions that are important to the customer - high involvement and
high perceived importance. Evaluate performance: How are these
interactions currently handled by your company? Are there opportunities
for improvement? Focus on hot spots: Identify the areas that require
your greatest focus and will provide the greatest potential return.
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