Delivering ROI from CRM Investments! Many enterprises pursue expensive customer relationship management (CRM) initiatives without first understanding the challenges and costs involved. This approach often results in CRM projects that fail to meet measurable benefit objectives. As enterprises acknowledge such first-try CRM failures and boards of directors demand increased accountability, IT and CRM managers are now held to the same [...]
There are several things you can do to bring down your CRM costs will still providing superlative customer service: 1. Organize your Customer Data2. Have a Simple Way to Add Customer Information 3. Don't Assume that Personalized is Better. 1. Organize your Customer Data: The most important part of any CRM plan is to understand who your customers are and [...]
Many B2B companies have adopted a market-based customer management structure, variously called key account management, national account management, regional account management or global account management. We use the term key account management (KAM) to cover all four forms. KAM is a structure that facilitates the implementation of CRM at the level of the business unit. A key account is an [...]