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Driving Better Outcomes through Workforce Analytics Webcast

Driving Better Outcomes through Workforce Analytics Webcast

Find out what’s really going on in your business...

Legacy Modernization: Look to the Cloud and Open Systems

Legacy Modernization: Look to the Cloud and Open Systems

On the surface, mainframe architecture seems relatively simple: A...

Still keeping your hybrid power systems indoors?  It’s time for change.

Still keeping your hybrid power systems indoors? It’s time for change.

Mobile telecommunications network equipment is expected to work without...

As the Network Changes, Engineers Are Embracing the DevOps Model

As the Network Changes, Engineers Are Embracing the DevOps Model

Businesses that have embraced digital transformation with a clear...

The 5 Most Common Application Bottlenecks

The 5 Most Common Application Bottlenecks

Application bottlenecks can lead an otherwise functional computer or...

CRM: The Most Important Relationship is with the Customer, Not the Data

June 2, 2011 No Comments

When we discuss Customer Relationship Management (CRM) it’s often in the context of technology. But technology is only one element, and not the hardest one to grasp.

CRM is about people, processes and technology, and in that order. It’s a discipline that’s practiced even without technology. Ever had a clerk or a waiter remember your name? That’s CRM. Gotten a break on a price from someone you do regular business with? That’s CRM. Received a note or an email letting you know that something you asked about is now in stock? That’s CRM, too.

But scaling those relationship moments requires technology — and that’s where CRM often runs into problems. A disturbing percentage of CRM implementations — between 40 and 80 percent, if you believe the industry researchers — ends in “failure.”

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