| Business CRM goals |
| The primary goals of business Customer Relationship Management (CRM) is to optimise business revenue and profit while reducing costs through improved interactions at each customer touch point. Business CRM solutions attempt to accomplish these goals by providing greater visibility into customer information by empowering people to make better use of customer data to drive successful business outcomes. |
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| History of Customer Relationship Management (CRM) |
| The term CRM or Customer Relationship Management became popular in the business world in the 1990s with the promise of changing the way businesses interacted with their customers. By combining CRM tools such as sales force automation, marketing automation, and service automation (including contact and call centre software), businesses have looked to achieve the goal of a holistic 360-degree view of the customer. |
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| Your winning CRM strategy in a challenging economy |
| Organisations considering CRM are forward-looking companies who maintain their unwavering focus on investing in and optimising existing assets through both good and bad times, coupled with a concerted effort to exploit operational efficiencies. A study by the McGraw-Hill Laboratory shows that companies who continue strategic spending on applications, such as CRM solutions, during a recession outperformed non-spenders and experienced revenue growth of 275 percent during the first full year of recovery (McGraw-Hill). Click to download whitepaper here>> |
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| The key asset at the centre of your business is customers |
| By protecting and investing in this single most important asset, companies can establish the foundation for a sustainable business. Improving customer loyalty and ensuring customers have a high quality experience every time they interact with you are listed in Forrester’s Trends 2009 report as the top two concerns of business executives (Band, Leaver, and Magarie 2008). In the Marketing Executives Networking Group survey, customer satisfaction and retention were noted as the top executive priorities for 2009, both rising in importance from 2008 (Tsai 2009). Star CRM, optimising Microsoft Dynamics technology, promotes this with efficiency. |
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| Ignoring a business CRM platform is the biggest risk of all |
| With every passing week that an organisation doesn’t have a well-considered strategy and the enabling tools to execute upon it, it is missing opportunities to better position itself for sustainable growth. |