Dishing Out the CRM Recipe: Easier Said Than Done
“You realize the value of customer service, only when you are not getting it.” I heard this phrase during a television commercial and realized that even if organizations are aware of the value of customer service, they struggle with it. This post should shed some light on the reasons as it outlines the various activities involved in executing the CRM processes.
I assume all of us get our healthy doses of CRM knowledge from numerous posts, news articles, and webinars to know:
CRM is all about:
Retention of customer value to increase productivity
CRM employs information technology to:
Collect, analyze, integrate, and supply information and data
CRM activities include:
Balancing your investment and satisfying your customer needs to generate profits
Input: Measure of marketing, sales, and service functions
Output: Profit (in terms of revenue)
The following shows all business processes that run parallel to make the above happen:
As you can see, it is easy to identify the negatives or the lack of customer orientation, but one should also be aware of all the intricate and interlaced processes that need to fall into place. My topic for this post can relate to a recipe that requires the right ingredients to be added and then cooked together to create a great dish. After all, it all boils down to customer satisfaction!
Thank you and hope all of you had a great Thanksgiving weekend!
Girish-
Email-prabhuconsult@gmail.com
CRM Marketing appears to have immense potential from where I see it. For someone like me who is from a non-IT industry, the processess and prospects that CRM entails are astounding.