Posts Tagged ‘ shareholder value ’

Do you know who your REAL customer is?

Do you know who your customer is? In commerce today, there's a lot of lip-service to CRM, Customer Relationship Management. Millions of Euros, Dollars, Pounds and Yens are spent every year on SAP CRM, Oracle Siebel CRM, SaaS CRM, SalesForce CRM, Microsoft Dynamics CRM and a lot of other related CRM software architectures. Either the money is well spent and the projects deliver enhanced customer value or they don't, or somewhere in between. For those that don't deliver the desired enhanced customer value - as is the case in some 50% of them in my experience - usually there is an enormous lack of customer focus. How can that be? Lack of customer focus in a CRM project? How can we miss the 'C' in CRM that blatantly? We do[ 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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