Making Better Use Of CRM (part 2)
Posted in Microsoft CRM | January 26th, 2007 |One of the many reasons for this change of heart is a much better understanding of what CRM is all about. That coupled with a much better understanding of how to implement strategies and processes to make better use of the technologies available.
There are several questions that any company should be asking prior to rolling out a CRM solution. The first question should be, “Is the problem that we are deploying CRM to solve part of an overall strategy?” Nothing should stand in isolation. Everything that involves CRM should have a strategic value and be an integrated part of the whole.
The next question a manager should ask is, “Have we set up the system so that our focus is clearly fixed on the customer’s desired solution?” This is the so-called ‘pain point,’ the thing that the customer wants cured. If you can focus on whatever the customer needs solving, you will develop a good relationship with that customer, building customer loyalty along the way.
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