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Tuesday, 04 October 2005 |
I keep seeing this headline, “CRM’s new focus on customers.” Is that
crazy or what? When did CRM ever stop being about the customer? CRM is
a strategy that starts, maintains and optimizes relationships to make
customers loyal. I guess some people think focusing on the customer is
new for CRM because the term CRM too often used to describe the process
of managing customer data, lead generation and customers service,
leaving customer loyalty as a second thought.
CRM is strategy, enabled by technology. Unfortunately, many in the CRM
industry have flip-flopped that last sentence, resulting in a horrible
CRM bashing that’s left us hemorrhaging for over a year. To forget
which comes first not only distorts the definition, it often kills CRM
success.
Read more at http://www.crm2day.com/library/EpZpAZVFlpzRXiYrux.php
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