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Are You Buying Counterfeit Emu Oil? In the last few months there has been quite a lot of discussionAccording to FDA, there has been an increase in drug counterfeiting activities ..... on CRM (customer relationship management) solutions in the forums and ezines. Although it is extremely positive that people finally started to talk about the one concept that will make the future of a business successful or unsuccessful, there are quite a few misconceptions about the term. Those misconceptions make people lose time and energy finding solutions in areas they should not be even searching, instead in concentrating on the really important things. First, the simplest and the least obvious: Customer Relationship Management is about RELATIONS between people (yes, business is done by people, not companies). It is NOT technology. Business did exist before computers, so relations between business people Budding Metamorphosis Of Variable Data Printing existed before computers, i.e. CRM was not invented with theIt took several years for variable data printing to be accepted and ..... invention of computers (just the name CRM was). The good practices of relating with your customer did not become obsolete with the introduction of computers, though the TOOLS changed. So we use the same practices, but we take advantage of the possibilities that technology gives. It certainly is a different experience for the buyer if he is met on the web site by a human voice or keyboard chat (LivePerson, FireTalk, HumanClick) which is what technology now makes possible. The technology enables us to see how the customer is navigating through the site, and, if we want to, interrupt him and offer assistance. But I wonder whether the customer will welcome that. If you are a salesman in a brick and mortar store, you would watch the expression of the customer and, based on that, decide to approach him or not. On the net you cannot see his face (it's questionable if Spain's Beaches - You're Spoilt For Choice he'll let you even if possible). In any case, CRM is NOT Spain offers the visitor over 4,000 kms of coastline where s/he can enjoy ..... technology, so you will not find your CRM solution among SW vendors. Which brings us to the misconception number two. Business people tend to search for a CRM solution among SW developers and vendors. "They know the technology, which I (the business manager) don't know, so they will know my needs and how to implement it". If a business manager would object to such Holiday Tips & Advice - Money Saving,packing & More... a suggestion he would be labeled "old" and "overdue". In todayHOLIDAYS - something we all look forward to and something we ..... fast business lane, fortunes are made fast, and young managers tend to "buy" a CRM software solution. CRM should already be in place, functioning, BEFORE starting IT implementation (who has to forward which info to whom to be ready for who, when' Who has to respond to what in how much time'). CRM Software solution is only a TOOL for procedures already in place. Let me draw a parallel. With the invention of cars, the way we conduct business changed. Can There Be Two Careers Under The Same Roof? We could do much more business and do it better. But never once,The common nowadays couple is often made of two career-oriented people. ..... it occurred to us to let auto designers lead and ENFORCE the way we are building relations with our customers. So why does everybody think that software designers are capable of that' They might be brilliant SW developers, but still they wouldn't know how to better customer retention in a company manufacturing furniture. So why do we try to do that' Because it is easier not to lose time over enforcement of customer retention rules in our own company, when we can pay someone to do it. Because we have Some PHP Functions You Must Know the money, but we don't have TIME. Well, we can't do that. We PHP is a widely-used general-purpose scripting language that is especially ..... cannot avoid our involvement in the process (and our hours, of course), although I know most of you didn't want to hear this. Which brings us to the misconception number three. Blogs: Why Publish Journals On The Net? Why journal writing on the Web' Blogs are journals giving ..... You search for an SW solution for your CRM, buy it, and let those people do their job. As good manager, you organize weekly meetings to have your finger on things. Because you selected a SW vendor which is a respectable company, the first thing those people do, is to organize internal audit. They pass out forms to people in different departments, to find out exactly what are the needs of different parts of your company. Alternatively, they conduct interviews. And that is good. That is much better then them trying to force their "proven" flow of documentation upon your company. But what they are actually doing is LEARNING the way your company functions. And the teaching is done by people who work in each department, that most probably, don't have the whole picture. So the integration of the whole picture Are Those In Search Of The Success Enjoyed By Search Engines is done by the SW vendor. Can they learn in a fortnight or a Are you misled by the success of search engines' Most webmasters ..... month' I would suggest another approach. Find an "oldie" within your company, preferably one year from retirement. The one that does know how your company lives, who preferably worked a bit in sales, a bit in procurement and a bit in support or reclamation. If he doesn't like computers, all the better. If he later likes the results, you can be sure everyone else will. Assign him full time as a liaison, and let him guide the implementation. Have everyone know all the doors must be kept open for him. Remember, CRM implementation is about KNOWLEDGE of how your company functions. It is about how EXISTING customer care procedures (remember misconception number one') are automated (complemented, Golf Maui - Tee Off Where The Pros Play! modified) by computers. And if there is no such person(s) withinIf you plan to golf Maui you're in for the treat of ..... your company' Well, that leaves YOU. I bet you didn't want to hear this, but remember that everyday customer relation procedures will be done by your people, not the SW vendor. Which brings us to misconception number four. CRM is sales automation. No, no, no, it is customer support. No, no, no, it's the lady who says hello answering the phone on the helpdesk. No, no, no, it's the operator who chats with the potential customer on the web site. Actually, it is all of the above. In a company, sales people seldom talk with the support people. And vice versa. As if those were two different non competing companies so they have little to talk about. Last few months everybody talks about customer retention. Which is normal as it is much easier and cheaper to sell again to an existing customer, than to get a new one. But only if he received good customer support and service, that is. So a good CRM SW solution would have some data common to everybody (name, address, phone, etc), but also data needed by sales, 11 Joint Venture Ideas To Get You Started On The Fast Track procurement, helpdesk and support. This does not mean you have 1. Find someone in your target market that either publishes an ezine or has a ..... to have an ERP system, it just means that you need some extra fields which are specific to each department. Ideally, you yourself would be able to add some extra fields as needed, without becoming a programmer. Which brings us to misconception number five. Follow This Camping Checklist To Ensure Camping For Fun! You want to make sure your camping trip is fun so start by using this ..... After the first year of coughing and hiccuping, your CRM solution is finally in place and humming nicely. You are getting all that nice data you needed, and you are finally able to watch and build your customer relations. So you are home and free. If you need an extra report, or an extra field, you'll call the SW vendor and he will make the necessary changes. Well, that's not entirely true. The life of your company is not static. It changes daily. The same way, your CRM solution cannot be static. If your sales person needs to call an IT liaison, explain to him A Basic Introduction To Blogging the change he needs, then to the SW developer, then wait for Copyright 2005 Mal Keenan Web logging first appeared on the net in ..... implementation, you can be sure that he will not do it. He will rather scribble it into his note book or the Excel sheet on his notebook. He should be able to do just that in your CRM solution. Which means you should have a modifiable solution, one in which you can add fields and tell the system how to handle them. But that means you will have to invest time to learn how to do it. Or leave it for later when you will have more time. Which is misconception number six. People tend to search for a CRM software solution when they cannot cope any more with the traffic. By then, it is too late. It is late in the sense that you have to implement a solution in which you have to invests time, and time you don't have. That THE MAGIC HOME means that the implementation will be much longer, it will costI would like to tell you about a magic home. You bought a home ..... much more in hours, lost business, poor customer service, which means you will spend more hours dealing with a customer, you will have less hours in sales, you will have to hire more people... There is no nice way to tell you, so I will say it straight out: You should start implementing a CRM system, the moment you start using PC in promotion and sales. And that is now, isn't it' So what really is the difference between a CRM software system and old, traditional relations with your customers' Documentation and analysis. With a CRM software system you have historical data which you can analyze. Analyzing our customer support data we found out that about 60% of our helpdesk activity was done with new customers (within 2 months of purchase) which is normal, but about 90% of those incidents were trivial questions about simple use of functions. Although we were issuing three manuals and giving a six day course to our customers, we decided to issue a special cookbook for novices, based on the most common questions. The style was light, simple and straightforward, one page max per function. It was a double jeopardy. Novice interventions dropped to about 30% and the customers had a feeling they were driving the system, not the other way around. So we were both happy. And that's called customer satisfaction, right' About the Author Dinko Bacun |
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