I am glad you found your way to my blog www.techbusinessnotes.wordpress.com.
I am basically preparing this blog as a way to keep in one place what I find and learn from research of CRM strategy. That’s what a blog is for, isn’t it? You write a notebook that eventually may become a reference for somebody else who interested in the same topic…
OK. So here we go with my first post:
The main goals of finding how to attract, develop and keep customers in the most profitable manner possible are still the same they used to be when the acronym CRM started being used. At the beginning, these types of initiatives and projects seemed risky and their real benefits didn’t seem to be too clear. Ten or twelve years later, these initiatives have become one of the top 5 priorities in many organizations, especially considering the current pricing model built on top of SOA‘s (service oriented architectures) and SaaS (Software as a Service) offerings.
It seems though that CRM and all the software packages being offered are more focused on providing customer information to the sales force to speed the sales cycle and to be able to sell more, and to focus their efforts on those more cost-effective relationships. But is the real center of these transactions, the customer, really being taken care for, and are we really taking advantage of what they are telling us during their “business transactions”?
Data from customers and potential customers is out there (marketing intelligence). The technology to explore that data to identify to which customers you will allocate resources is there too, so how to empower companies with this information and tools to improve their performance while also developing good and lasting relationships with their clients?
How to map data and technology onto the company’s strategy and translate those efforts into better training of the front end: customer service reps, sales force, IVR systems, etc?
I want to explore the origins and current developments of the most well-known software solutions and analyze how their efforts align to a Corporate Customer Relationship Strategy. I will publish some articles, news, and information in my quest to keep myself updated in this topic.
Please feel free to post questions, comments, and suggestions.