The Secret To CRM Success
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The document discusses the importance of processes for CRM success. It emphasizes that CRM is about growing and retaining customers through defining goals, processes, people, and technology across sales, marketing, and customer service. The key is establishing processes that align these functions to work together toward the shared goals of acquiring and serving customers.
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The Secret To CRM Success
- 1. The Secret To CRM Success Process, Process, Process
- 2. CRM CRM is about Growing andRetainingCustomers
- 3. Customers 05/08/09 ©2009 SugarCRM Inc. All rights reserved.
- 4. Goals Processes People Technology Customers 05/08/09 ©2009 SugarCRM Inc. All rights reserved.
- 5. Goals Processes People Technology Sales Marketing Customers Services Services 05/08/09 ©2009 SugarCRM Inc. All rights reserved.
- 6. Goals Processes People Technology Marketing Sales Customers Services 05/08/09 ©2009 SugarCRM Inc. All rights reserved.
- 7. Goals Processes People Technology Marketing Sales Customers Services Services 05/08/09 ©2009 SugarCRM Inc. All rights reserved.
Editor's Notes
- CRM help YOU grown and retain YOUR customersSo, what are the different ways YOU grown and retain YOUR customers?
- As you focus on gaining and retaining customers, it is important to understand that simply buying a new CRM system won’t magically deliver results by itself. Rather, your company needs to adopt a CRM strategy that includes these key elements:
- first, identify your specific goals around gaining and retaining customers
- then define your customer-focused CRM processes. These processes need to include all areas in your company that are customer facing. From marketing to sales and customer support. As you do this, you will be able to provide everybody in your organization with a SINGLE VIEW of the customer, ensuring that at all times, anybody representing your company in front of the customer has an understanding and of every interaction your customer has had with your company. They will know everything that’s been going on, why wouldn’t your representatives?
- Train your employees so that they empowered and understand you business goals and new processes to get there.
- Finally, picka technology that will enable your people to implement the business process changes needed to achieve your goals. By following this flow, you ensure that you pick a technology that will fit around your business processes vs having to change your business processes to fit around the technology.In short, CRM is a business strategy, not just a software solution.