As the thinkers have said, you should strive in all situations to know yourself and know your enemy. Most of history’s great thinkers, however, were not in business. In business, you have to know your customer and understand how your company interacts with him or her. The current term for this is customer relationship management (CRM), and The CRM Handbook is the best textbook for managers on the mechanics of CRM. It’s a standout in a field that’s filled with squishy books that go on at length about how important CRM is, but which lack details. Jill Dyché provides lots of factual information, real case studies, carefully considered commentary, and reasoned criteria with which to evaluate CRM products and strategies. Though you’ll certainly want to supplement Dyché’s work with vendors’ product literature and implementation proposals, you’ll get a lot from her carefully researched book. (more…)
Customer Relationship Management (CRM) includes the methodologies, technology and capabilities that help an enterprise manage customer relationships. The general purpose of CRM is to enable organizations to better manage their customers through the introduction of reliable systems, processes and procedures. Implementing CRM will link CRM systems implementation with organizational change for the first time. It focuses on the implementation of CRM and uncovers the micro political, behavioral, psychological and knowledge issues that are all too often neglected in CRM implementations. (more…)
SAN FRANCISCO - December 11, 2007 - Salesforce.com [NYSE: CRM], the market and technology leader in on-demand business services, today announced that Salesforce Unlimited Edition has received “Editors’ Choice” honors from PC Magazine as a top of the line on-demand CRM application and platform. Salesforce Unlimited Edition is salesforce.com’s flagship solution for maximizing CRM success and extending it across the enterprise on the Force.com platform.
According to PC Magazine, “With the release of salesforce.com Unlimited Edition, its latest platform, the company is clearly hoping to expand its horizons. The idea is that customers will use the service for all kinds of enterprise applications beyond CRM. The goal is ambitious, but the enhancements to the platform’s architecture and features should cause IT administrators to rethink what to expect from an on-demand platform.” (more…)
Cupertino, CA (December 17, 2007) - SugarCRM Inc., the world’s leading provider of commercial open source customer relationship management (CRM) software, today announced the general availability of Sugar 5.0, the fastest-growing CRM solution in the market today. Sugar 5.0 introduces a broad range of new functionality, including capabilities that allow users to build custom modules, a new AJAX email client and a state-of-the-art ‘Multi-Instance On-Demand’ architecture.
Sugar Community Edition 5.0 is available at http://www.sugarforge.org/content/downloads/ . To sign-up for a free trial of Sugar Professional 5.0, please visit: http://www.sugarcrm.com/crm/ondemand_eval.html (more…)
CRM - Definition 1
CRM, or Customer Relationship Management, is a company-wide business strategy designed to reduce costs and increase profitability by solidifying customer loyalty. True CRM brings together information from all data sources within an organization (and where appropriate, from outside the organization) to give one, holistic view of each customer in real time. This allows customer facing employees in such areas as sales, customer support, and marketing to make quick yet informed decisions on everything from cross-selling and upselling opportunities to target marketing strategies to competitive positioning tactics. (more…)
