The 10 commandments for successful customer relationship management

Introduction:
If ERP (Enterprise Resource Planning) was the business system acronym of the 90's , CRM (Customer Relationship Management) seems to be the system favourite of this decade. Every system provider seems to be punting some form of CRM offering, and many business executives seem to be asking for CRM solutions without really understanding what CRM is, how to apply it, who it's for or even fully what the benefits are. There is no doubt that there are massive potential benefits to a well implemented and executed CRM programme. Focus on CRM goals within an organisation can improve customer satisfaction, improve customer retention, bolster sales pipelines, shorten sales cycles and ultimately increase turnovers. However, the key success factors of implementing a CRM solution, along with those benefits, need to be well understood before selecting a CRM solution. Ultimately it will be a combination of the CRM solution chosen, how well it is implemented and the full organisations level of participation that will determine if your CRM initiative is a success....read more