Customer relationship management (CRM) remains a huge investment for any organisation. Critical to its success is a clear understanding of the value drivers for implementing CRM within any organisation. Intuition suggests that increased management of customer relationships should improve business performance, but this intuition has only inconsistent empirical or real world support. Value drivers provide …
‘Thinking is the hardest work there is, which is probably the reason, so few engage in it’. One of Henry Fords greatest quotes. Thomas Edison was another great thinker, one of the most famous and prolific inventors of all time. Thomas Edison exerted a tremendous influence on modern life, contributing inventions such as the incandescent light …
With so many CRM’s in the marketplace how do you whittle your important purchase down to make sure you find the right one? You know your company needs one. The whole team would benefit from one. You have convinced the boss. You have found the budget – now what?? It is an important responsibility and …
A successful CRM adoption looks different within each organisation. Just as the drivers for implementing CRM vary, so does the definition of success. In a recent article I looked at the value that a CRM partner can bring in helping achieve a successful CRM adoption. You may want to go it alone, so here are …
The need for good data quality within an organisation is often one of the key drivers for implementing a CRM. This also became a legal requirement for organisations under GDPR. Supporting this, I also shared an article looking at why GDPR was good for sales. In this article, i will consider the key benefit tha …
Off the shelf CRM vs bespoke CRM. Clients often ask me to explain the benefits of an Off the shelf CRM vs bespoke CRM. The answer is fairly simple, it is down to two factors, budget and requirements. This is a question I am faced with on multiple occasions. An existing customer contacted me recently …
Customer Relationship Management (CRM) software has evolved. Newer versions can be delivered via the cloud, be pushed out to mobile devices and are able to utilise social media websites. But what is CRM and what are the benefits of CRM systems? The benefits of CRM systems are multiple. Multiple departments within an organisation benefit – …
What am i missing out on with a Free vs. Paid for CRM. The answer is more involved than you may first appreciated. CRM is one of few things which is available both free or alternatively you can pay £1,000s. So why select a purchased CRM over a free version. There are multiple factors to …
We all have been using Excel as a CRM for years. It may be down to keeping our Christmas list up to date with our friends addresses or recording who has purchased the new soccer gear for the local kids team. However, for businesses it is not sustainable as a business grows. More than half …
In this blog I consider some of the main ways how to avoid CRM failure within any organisation. There’s been a Failure against CRM in recent years with 25-30% of companies that implement CRM solutions feeling that they are getting the return they expected. The findings of a poll of 100 SME organisations with CRM …
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