CRM Buyer Talkback

Re: CRM in 2009: Personal, Social, Mobile, Adaptable
Posted by: John K. Higgins 2009-09-15 02:31:11

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Making sure that every customer gets the personal touch may be fairly easy for the owner of a neighborhood bakery, but in a mass market of millions, making each customer feel like an individual is a formidable challenge. In the information age, tools like customer relationship management software make it possible for companies to apply a personal touch to the mass market -- and that's golden. The drive to personalize mass marketing has spawned a big business, and it's getting bigger.

Consolidation of CRM
Posted by: AnneC 2009-09-15 02:45:47 In reply to: John K. Higgins

I have experience of the CRM systems of a major online retailer, which had evolved over nearly a decade. Our biggest CRM issue was proliferation of CRM systems. We had a system for handling customer support, queries and sales, one for analysis and segmentation, one for marketing to existing customers and one for website personalisation. In true "best of breed" fashion, each did it's own niche job very well, but system proliferation increases costs (in system maintenance and in staff training). Arguably worst of all, it also results in a number of versions of "the truth" of customer behavior. For many businesses, I could see the avoidance of CRM system proliferation driving them towards the larger vendors and away from the niche providers.

Anne Currie
http://www.workingprogram.com

plz
Posted by: 12121990 2010-01-21 12:01:28 In reply to: AnneC

I can advise here the program for business to whom interestingly! Itself I use to it and I do not complain. Very much simplifies work...