Let Customers Be Your Guide to&#3(页 1) - Sage CRM - 赛捷软件论坛 ERP SAGE|CRM SAGE|赛捷软件|软件定制开发|移动手机ERP开发

Rex 发表于 2009-12-21 19:18

Let Customers Be Your Guide to Success

<h3 class="entry-header" style="margin-top: 0px; margin-right: 0px; margin-bottom: 10px; margin-left: 0px; padding-top: 5px; padding-right: 5px; padding-bottom: 5px; padding-left: 5px; font-size: medium; font-weight: bold; font-family: Arial, sans-serif; background-image: initial; background-repeat: initial; background-attachment: initial; -webkit-background-clip: initial; -webkit-background-origin: initial; background-color: rgb(255, 255, 255); text-align: left; color: rgb(102, 102, 102); border-left-width: 5px; border-left-style: none; border-left-color: rgb(218, 224, 230); background-position: initial initial; ">Let Customers Be Your Guide to Success</h3>

Rex 发表于 2009-12-21 19:19

Re:Let Customers Be Your Guide to Success

To me, CRM has always meant one thing: CRM is the strategy an organization uses to create profitable relationships with its customers.

Rex 发表于 2009-12-21 19:19

Re:Let Customers Be Your Guide to Success

And when I say profitable, I mean beneficial to both company and customer.

Rex 发表于 2009-12-21 19:20

Re:Let Customers Be Your Guide to Success

It doesn't matter what you call it--customer relationship management, customer managed relationships, total customer management--CRM is about partnership,

Rex 发表于 2009-12-21 19:20

Re:Let Customers Be Your Guide to Success

and the enterprises that recognize that are the ones customers tend to gravitate toward. It's also about creating a compelling customer experience;

Rex 发表于 2009-12-21 19:20

Re:Let Customers Be Your Guide to Success

one that boost wallet share, spurs referrals, and thwarts the competition.

Rex 发表于 2009-12-21 19:21

Re:Let Customers Be Your Guide to Success

The challenge for organizations that want to "do" CRM is defining profitable,partnership, customer experience,

Rex 发表于 2009-12-21 19:21

Re:Let Customers Be Your Guide to Success

and sometimes even customer. But doing so is necessary to craft a CRM strategy that will foster a sustainable competitive advantage in today's hyper-evolving marketplace.

Rex 发表于 2009-12-21 19:21

Re:Let Customers Be Your Guide to Success

<div class="asset-body" style="margin-top: 0px; margin-right: 0px; margin-bottom: 0.75em; margin-left: 0px; padding-top: 0px; padding-right: 0px; padding-bottom: 0px; padding-left: 0px; clear: both; ">So how do you define...</div><div id="more" class="asset-more" style="margin-top: 0px; margin-right: 0px; margin-bottom: 0px; margin-left: 0px; padding-top: 0px; padding-right: 0px; padding-bottom: 0px; padding-left: 0px; clear: both; ">Profitable - When executives think of profit, most often they think hard dollars. </div>

Rex 发表于 2009-12-21 19:22

Re:Let Customers Be Your Guide to Success

But there are other elements of profitability when it comes to customers.

Rex 发表于 2009-12-21 19:22

Re:Let Customers Be Your Guide to Success

Consider the value of an enthusiastic consumer who recommends a product at every opportunity.

Rex 发表于 2009-12-21 19:23

Re:Let Customers Be Your Guide to Success

Companies like Zappos.com and Bath & Body Works do little or no advertising because word of mouth does it for them.

Rex 发表于 2009-12-21 19:23

Re:Let Customers Be Your Guide to Success

Customer profitability also goes up when the cost to serve those customers goes down.

Rex 发表于 2009-12-21 19:23

Re:Let Customers Be Your Guide to Success

That may happen because they use self-service tools or participate in a user community offering advice to other customers, or because they've provided information about their needs and preferences that makes communicating with them more relevant, thus more effective.

Rex 发表于 2009-12-21 19:24

Re:Let Customers Be Your Guide to Success

Just as important is making the relationship profitable for customers. Defining what that means is crucial, and requires actually asking customers versus just making assumptions.

Rex 发表于 2009-12-21 19:24

Re:Let Customers Be Your Guide to Success

profitable relationship to a customer may be one in which they get the best deal or special treatment or exclusives opportunities;

Rex 发表于 2009-12-21 19:24

Re:Let Customers Be Your Guide to Success

it may be easy access to information, about your products or services and about related topics that will help them be better informed or perhaps help them more effectively reach their goals;

Rex 发表于 2009-12-21 19:25

Re:Let Customers Be Your Guide to Success

it might also be access to company executives or other customers through events or an online community.

Rex 发表于 2009-12-21 19:26

Re:Let Customers Be Your Guide to Success

It could be simplifying their interactions with your organizations through SMS reminders or emails that offer one-click purchasing or intuitive self-service options online, at kiosks, or by phone.

Rex 发表于 2009-12-21 19:27

Re:Let Customers Be Your Guide to Success

Another area of profitability to consider is balancing short- and long-term goals. Every action a company takes, whether it be sending an email marketing campaign or cutting average handle time or adopting team selling,

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Let Customers Be Your Guide to Success

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