Posts Tagged ‘ business case ’

Salesforce, Oracle Siebel, SAP CRM, Salesforce, it doesn’t matter

Countless CRM projects have completely missed their mark, and continue to do so. Organisations decide it's time to see over the way they deal with their customer and jump straight into software selection. They involve consultancy firms who claim to have built an understanding of 'CRM Industry best practise', and they start configuring right away. No CRM software can deliver benefit to the organisation or the customer if you do not first very clearly decide what you want. Do you want the smooth phone/CRM integration for managing customer interactions that Avaya/Siebel Oracle can provide you? Is integration with Outlook and other Microsoft products important for you and do you want an easy setup that Microsoft CRM Dynamics can give you? Are you after quick wins with SalesForce? What is the business case for your CRM investment? Can you afford on Premise, on Demand, customised or not? What does your business process in Marketing, Sales, Delivery and Service look like? Where does it work well, where does it not? What will you automate and what will remain manual? [ READ MORE ]

Customer Retention Tension

It's in our human nature to be drawn to the excitement of new things. Same thing applies to commerce. New customers and new orders from existing customers are the coolest of all things commercial. They rule. Most organisations when they talk CRM have fantasies of a business process architecture with supporting software and integration built to drive in more sales from new customers. The intention to make life better for existing customers is usually there as well, but always gets less focus. It's because the business case for investing in customer rentention is a fuzzy one[ READ MORE ]

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