Customer Relationship Management System

Customer Relationship Management (CRM)?

Customer Relationship Management (CRM) helps a company to develop and nurture relationships with its customers. In the 2000s, the adoption of IT-based CRM systems has increased. Describe some of the ways in which IT can be used to support CRM initiatives, giving specific examples. Also, explain what could go wrong in such IT-based initiatives, giving examples of failed initiatives.

Public Comments

1. It is safe to say that nearly everything about managing customer specific requirements is a hassle. If you're an auditor, how do you know what customer specific requirements exist so that you can audit against them? If you're the customer, how do you distribute them efficiently? If you're a supplier, how do you get them? How do you know if you have the latest version? Customerspecifics.com was founded as a way of improving the management of customer specific requirements for registrars and quality personnel. The idea started when a member was surprised to find that his revision of a customer specific requirement had become obsolete just days before his audit, resulting in a finding. Really? This person wasn't notified of the release of a new revision. If suppliers are required to notify their customers of changes to processes, shouldn't customers return the favor and notify their suppliers of changes to requirements? If something is important enough to be a requirement for a supplier, it's just good business practice to make sure that your suppliers are aware of these requirements. These are the issues that customerspecifics.com is attempting to solve. We thank each of our users for your valuable document submissions and welcome any and all feedback. We look forward to hearing from you! D. Matthew Morris
2. IT should be a consultant for determining whether the technology behind the CRM system fits your company. If the CRM is hosted, IT will have a smaller row. The people involved should be sales manager and the senior sales reps or individual(s) that are familiar with the sales process. It will be a waste of time and money if you get a CRM that doesn't fit the group of users that will be using it the most. The IT group will rarely use the actual CRM system. They will do support, but it is the sales reps that will use it daily. I don't have specific examples, but I have seen many times where a company would assign the search for a CRM system to the "IT guy." The IT guy unfamiliar with the sales process won't have a clear idea what to look for, so most system didn't fit the sales process. It's easier to find a CRM system to fit your sales process and reps rather than re-training your entire sales team. Anh http://sellsellsell.salesnexus.com