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Business Articles : Customer Care : CRM CEM Can Improve Customer Loyalty CEM Can Improve Customer Loyalty - ‘A 5 percent increase in customer retention increases profits by 25 to 95 percent.’ ‘The greater the loyalty of customers, employees, suppliers, and shareholders, the greater the profits reaped .’ This is the received wisdom from experts on the nature and importance of customer loyalty. Yet in a world of product and service commoditization and as the timelag between imitations to innovation declines, how can organizations differentiate themselves to build loyalty? Aug 18, 2005, 03:58 Business Articles : Customer Care : CRM How CRM Software Works How CRM Software Works -- Creating Customer Satisfaction with a Click - When people ask, “What is CRM?” the literal answer is, “Customer Relationship Management,” but that doesn’t really convey much in terms of what all CRM does for a business. This CRM definition is too narrow to really explain everything the system does if it is working to its fullest potential and is user-friendly enough to expand and grow as a customer-client relationship changes and grows. Aug 18, 2005, 03:51 Business Articles : Customer Care : CRM Microsoft CRM for Corporate Business Microsoft CRM for Corporate Business. If your company has regional and worldwide operations, you might already realized that it is very hard to get decent internet connection in your remote locations. In this small article we will try to give you highlights on how to implement Microsoft Business Solutions CRM for worldwide operations with restricted internet connection. Aug 16, 2005, 05:02 Business Articles : Customer Care : CRM Customer Satisfaction Is Your Business Regardless of what business you are in - you are really in the business of satisfying customers. The degree of customer satisfaction you deliver determines the level of long-term success you will achieve in business. Aug 8, 2005, 03:24 Business Articles : Customer Care : CRM 7 Bits Of Critical Information You Can't Afford NOT To Know About Your Customers If you think customer relationship management is just a piece of software, you're dead wrong. Customer relationship management is about understanding your customers. It's about really knowing them as individuals, knowing what they mean to your business, and most of all, knowing what you need to do to keep their business. Aug 8, 2005, 02:50 Business Articles : Customer Care : CRM Don't Forget your Existing Clients Quest for new clients shouldn’t ignore those who pay the bills. Acquisition. It’s a big word in small business marketing. Companies are constantly looking at ways to draw new people to the business and generate new streams of revenue. In this quest, some small businesses make the mistake of focusing too much on new customer acquisition, only to find that their existing customers have been lured away by a competitor. Aug 8, 2005, 02:02 Business Articles : Customer Care : CRM Find Out Where Your Firm Stands in Today’s Customer Looking For Ways to Improve Sales and Customer Relationships? Find Out Where Your Firm Stands in Today’s Customer Touchpoint Management (CTM) Revolution by Taking the CTM Quiz. Aug 8, 2005, 02:00 Business Articles : Customer Care : CRM Customer Service - A Sweet Essence First let us specifically define customer service. It is the performance of a duty or responsibility due to a customer as a result of selling them a product or service. We must distinguish between customer sales and service versus customer service. Whereas customer sales and service is largely concerned with selling an additional item or an additional service subsequent to an initial sale, customer service is mainly concerned with customer care. Aug 8, 2005, 01:48 Business Articles : Customer Care : CRM Are You Satisfying Your Customers? The latest report from the American Customer Satisfaction Index (Michigan School of Business) reports the following: Customer dissatisfaction with the quality goods and services offered in the marketplace is more than a nuisance. The US economy is heavily dependent on increases in consumer spending. Such increases are hard to come by when consumers become less satisfied. The ACSI fell dramatically in the fourth quarter of 2004. The Index now stands at 73.6 – dropping nearly 1% compared with the third quarter. One would have to go back almost seven years to find an equivalent decline. Aug 8, 2005, 01:46 Business Articles : Customer Care : CRM CRM = Customer's (don't) Really Matter CRM was supposed to bring companies closer to their clients. The basic idea was to; find out what a client wants and needs, give it to them, and get them to be your client for life. But as with all good technology, it hasn't actually brought the sales teams, marketing departments, R&D, or customer service departments any closer to the customer at all! Technology is a poor subsitute for the human voice and social interaction. Aug 8, 2005, 01:33 Business Articles : Customer Care : CRM Making the Connection: Customer Relationships That Build Your Business Have you ever wondered why you often find a coupon tucked inside your cereal box, or get invited to a customer preview sale at your favorite department store? Those companies know that their existing customers are the best - and most profitable - customers they'll ever have. So it's not surprising that they'll do whatever they can to keep these customers happy and coming back again and again. Aug 8, 2005, 01:04 Business Articles : Customer Care : CRM What Exactly is Customer Relationship Management? The defintion of Customer Relationship Management (CRM) that I favor is "CRM is the business strategy that aims to understand, anticipate, manage and personalize the needs of an organization's current and potential customers. Aug 8, 2005, 00:56 Business Articles : Customer Care : CRM 8 Critical Steps to Establish a Customer Service Culture “Every company’s greatest assets are its customers, because without customers there is no company,” --Erwin Frand. During our recent weakened economy, many businesses have seen declining revenues and declining budgets. Declining budgets often lead to reduced staff levels and diminished services. To me, this does not make sense. I believe that it is during the down times, when service should be at the forefront and retention of loyal customers even more of a focus. Aug 8, 2005, 00:51 Business Articles : Customer Care : CRM CRM For Beginners – Customer Relationship Management Basics In order to maintain a successful business, the business must understand and maintain a positive relationship with its customers. Customer Relationship Management (CRM) is the process of bringing the customer and the company closer together. There are many different areas in which Customer Relationship Management can be implemented. The goal of CRM is to help a company maintain current customers, as well as gain new customers. Aug 8, 2005, 00:30 Business Articles : Customer Care : CRM What You Need to Know About CRM 1. It’s all about the customer. Some companies focus too much on expensive CRM programs and elaborate IT departments and not enough on what is at the core of CRM. CRM programs need to be designed to appeal to the business’ customers. The best Call Centers are the ones which customers find easy to navigate. The best CRM vendors have the customer satisfaction in mind when designing their CRM applications. Aug 8, 2005, 00:13 Business Articles : Customer Care : CRM CRM - Its Relevance In today's demanding economy, the first line of any business during economic uncertainty is to get closer to the customer. Customers often want information along with a quote or invoice on the spot. With lack of information, the customers do not fix loyalty to a particular product or service and tend to depend on impulse decision. The companies are no exception to this. In the process "hot prospects" turn ice cold. Speed of information flow and speed of converting information into prospect are vital factors for survival. So access to data is a must. E-business has revolutionized the way for business to interact with customers. Aug 8, 2005, 00:04 Business Articles : Customer Care : CRM The Fine Art of Relationship Marketing The buzzword these days is “relationship” marketing. Just what is it? And why is it important? Relationship marketing is so much more than “networking. It’s gathering support of your friends, peers, and business contacts. It’s developing strong, lasting, unique relationships with your most valuable asset, your customer. It’s what keeps people “coming back for more.” It’s an excellent way to shorten the traditional routes of building trust, create opportunities, increase valuable contacts, to achieve success and excel in business. Aug 7, 2005, 03:46 Business Articles : Customer Care : CRM Service Marketing - A Relationship Building Approach Can we imagine a place in the world today without a marketing activity. It looks remote. When we all move from one place to the other, we need an interactive or a Communicative Response System (CRS) to facilitate a marketing activity and enable the market to respond. When this Communicative Response System (CRS) eventually reaches a market, there are buyers and sellers waiting to respond. Aug 2, 2005, 06:21 Business Articles : Customer Care : CRM A Real CRM Strategy or Just Tracking Customers? The idea itself is nothing new; its roots have been around since trading began. The principle of looking after your customers so that they come back regularly is, after all, merely the basis of good trading. In an increasingly competitive commercial world however, strong customer relationships take on an increasing importance. With the cost of selling to a new customer being five times the cost of selling to an existing one you can’t afford to lose established business. Jul 31, 2005, 00:19 Business Articles : Customer Care : CRM Customers - Always be Focused on Them I was looking at some promotional literature and web sites the other day and it was interesting to note the number of times the words - "We" and "Our" was used in this material. Jul 30, 2005, 00:07 More Headlines