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Approach to overcome existing limitations for CRM-Implementation |
The following research report presents the results of studies on CRM
solutions and proposes a new approach to overcome identified
limitations of CRM implementations. Derived from the identified
research gap regarding failures of CRM a market study was carried
out among CRM software producers and vendors. |
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Business Case Driven CRM implementations: A Recipe for Success |
CRM implementation failures are often attributed to faults in the
business case and more specifically in the business case not being
realized. Experiences across CRM implementations, suggest that the
fault lies in the extent to which the business case is used to drive
the downstream implementation. |
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Organizing for CRM |
According to recent surveys, more than half of all companies
investing in CRM programs consider them to be a disappointment. Our
experience has shown that to overcome organizational roadblocks (the
core of the problem), companies should establish a structure that
mimics a market in which constituencies take on the role of "sender"
(delivering the solution) and "receiver" (implementing it). pdf-file
2.9 MB, 2004 |
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The
Goldilocks Syndrome |
Organizations completing three rollouts are so common that we call
the experience the Goldilocks Syndrome, taking our cue from the
children's story, Goldilocks and the Three Bears: The first time the
system was too big, the second time too small, and finally the third
time is just right. 2004 |
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A Shocking, but True, View of CRM |
The current state of CRM today is abysmal. It looks a little
like the days of ERP. Pdf-file |
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Achieving Success in Customer Relationship Management through
the ASP Model |
As trade barriers fall and technology facilitates 24 X 7
operations, companies face a proliferation of competition and
eroding margins. For many companies, that creates a hectic
business environment -- unprepared sales reps and improperly
managed sales cycles; back-of-envelope sales forecasts;
inefficient customer service; and ineffective marketing
campaigns. pdf file |
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Building Profitable Customer Relationships with Data-Mining |
This white paper will describe the various aspects of ananlytic
CRM and show how it is used to manage the customer life cycle
more cost-efficiently. Pdf-file |
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Companies are from Mars, Customers are from Venus |
Despite all the money and effort poured into them,
customer-relationship-management systems often misunderstand or
even ignore the customer and do more harm than good—as these
three cautionary tales show. 2002 |
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Creating Customer Loyalty |
The Customer Loyalty Grid™ |
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Despite failed implementations, CRM is making a comeback |
CRM’s fine reputation has fallen considerably from when it
seemed the magic solution to all customer relationship problems.
Like any tool, however, the value of CRM depends on how you use
it. Strategic intent is key. 2007. |
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Measuring Customer Relationships - What gets measured really
does get managed |
Sophisticated as they may be, investments in CRM technologies
and processes may never produce the desired return on investment
until companies have measurements and plans. Pdf-file 542 KB.
2003 |
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Organizing for CRM |
According to recent surveys, more than half of all companies
investing in CRM programs consider them to be a disappointment.
McKinsey's experience has shown that to overcome organizational
roadblocks (the core of the problem), companies should establish
a structure that mimics a market in which constituencies take on
the role of "sender" (delivering the solution) and "receiver"
(implementing it). pdf-file 2004 |
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Relationship demarketing: Managing wasteful or worthless
customer relationships |
Believe it or not, the “customer from hell” does exist. Showing
that customer the door, as this article describes, will make
managers’ breathe easier and allow them to focus on the
customers that really matter. |
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Seeing the Whole Elephant |
It's time companies understand what customers are really worth.
by Mohanbir Sawhney |
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The Truth about CRM |
It's expensive, hard to implement, time consuming and it may not
work. It's time to forget the hype and take a hard look at the
reality of CRM. How CIOs are rethinking their CRM investments. |
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Trends and Directions in CRM |
Results of research conducted August 2001 by crmindustry.com and
supportindustry.com |
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Unlock the Hidden Value in your CRM Investments |
Capturing value from investment in CRM technologies has eluded
many companies in the last few years. In this article we
highlight an approach to capturing value that focuses on the
highest impact levers, redesigns key processes, leverages
existing technology, and motivates organizations to adopt a new
customer approach. pdf-file |
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Winning customer loyalty is the key to a winning CRM strategy |
Form follows function, and the one practice that illustrates
this truism best of all, perhaps, is customer relationship
management. For example, when choosing a CRM technology, realign
your organization and processes to fit your customer strategy,
and then choose the appropriate technology. pdf-file 513 KB |
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How to Choose CRM Software |
Don't let vendor hype or the CFO's golf buddy drive your CRM
decision. You need a plan based on business requirements. |
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