What is CRM ?
As the name implies, CRM means Customer Relationship Management. Different organizations
define CRM differently. In todays economy, there is no single undisputed definition
of CRM. Here is what we believe CRM is:
CRM is an alignment of strategy, processes and technology to manage customers and
all customer-facing departments & partners.
Having defined CRM, here are some generalizations
Any CRM initiative is and has the potential of providing strategic advantages to
the organization, if handled right.
Most CRM initiatives begin with a strategic need to manage the process of handling
customer related information more effectively. For beginners it could simply mean
better lead management capabilities or sales pipeline visibility. However, as organizations
mature in their CRM initiatives, they begin to look at CRM as tool to acquire strategic
differentiators.
Despite the immense benefits that the CRM solutions can deliver, they are not entirely
without their share of problems. Many organizations have burned their fingers trying
to implement the technology and manage costs. To successfully undertake CRM initiatives
it is essential to
- Clearly define the management objective & strategy
- Evolve the right process around it
- Identify the right software solution for implementation
- Understand the hidden costs and hurdles
- Back it up with good training and support
While selecting the software solution for your implementation, ensure that
- It can manage both your data and process
- It is easy to implement and roll out
- It is simple to use
- You understand the total cost of ownership
- You evaluate the risk exposure
To learn more about how CRMnext can address your CRM initiatives visit the related
links below.
Related Links