Customer Relationship Management (CRM)

CRM - Customer Relationship "Management" Is a Myth
By [http://ezinearticles.com/?expert=Dr._Gary_S._Goodman]Dr. Gary S. Goodman

Now that Peter F. Drucker has passed on, I feel almost duty bound to share some of his insights with you, little observations, pointers and gems that simply aren’t in his books or popularly known.

I had the pleasure of studying with the management sage for two and a half years. Much of the MBA I did at the Drucker School of Management, named in his honor, in fact, was in classes with Drucker, himself.

And I had the pleasure of serving as his informal chauffeur on Saturdays, when many of our classes met.

So, we talked.

He was fond of admonishing us to “invest in the customer” and specifically, to “invest in the customer relationship,” because it is one way to get clients to select and to prefer us, a very valuable habit.

But to my knowledge Drucker never called the process customer relationship MANAGEMENT.

In fact, on many occasions he said relationships are fundamentally UN-manageable.

His fondest example was one’s family. He said, “You can’t apply management principles to your family; they won’t work.”

When I told him about the arrival of my first daughter, he reminded me of this notion and then asked: “Is she ruling the roost?”

“Yes,” I replied, “She has us all at her beck and call.”

“That’s the way it should be,” he beamed.

If you’re managing a person, you probably have something different than a real relationship, like an employment contract, or some other sort of business commitment or alliance.

But interpersonal relationships have their own dynamics. Power, for one thing, is shared. We cannot order a customer to come back and buy again, just as we can’t order our relatives to love or respect us.

We can use persuasion, guile, charm, guilt, and incentives, but we can’t MANAGE that outcome as we can manage a salesperson, say by telling him he has to hit his quota this quarter, or hit the highway.

If we aren’t managing customers what are we doing?

We’re NEGOTIATING relationships. There is give and take, concessions are made, and equities are balanced out, if not in the short run, then in the longer term.

All of this is fine, you might be thinking, but what practical difference does it make if we call it CRM or CRN, for negotiation?

Management is a term that signifies superior power and resources.

When we interact with customers we are facing the opposite of being in power. We’re relatively powerless, providing we’re operating in a competitive marketplace.

Customers have choices. They can more readily and inexpensively say “no,” and walk away from a deal.

When we consider customer transactions and the residue of doing many of them, it would be more advantageous to see our counterparts as ongoing negotiation partners, but never as friends, peers, or family.

In non-business interpersonal relationships, the whole is greater than the sum of its parts; in business, there are only parts, no enduring “marriages.”

The sooner we straighten out the otherwise mystifying rhetoric ushered in by CRM, the better off we’ll all be.

Dr. Gary S. Goodman is the
best-selling author of 12 books and more than
a thousand articles. His seminars and training
programs are sponsored internationally and he
is a top-rated faculty member at more than 40
universities. Dynamic, experienced,
and lots of fun, Gary brings more than two decades
of solid management and consulting experience
to the table, along with the best academic preparation
and credentials in the speaking and training industry.
Holder of five degrees, including a Ph.D. from the
Annenberg School For Communication at USC,
an MBA from the Peter F. Drucker School of Management,
and a law degree from Loyola, his clients include several
Fortune 1000 companies along with successful family
owned and operated firms across America. Much more
than a “talking head,” Gary is a top mind that you'll
enjoy working with and putting to use.
He can be reached at: [mailto:gary@customersatisfaction.com]gary@customersatisfaction.com

Article Source: http://EzineArticles.com/?expert=Dr._Gary_S._Goodman http://EzineArticles.com/?CRM---Customer-Relationship-Management-Is-a-Myth&id=519157

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Customer Relationship Management (CRM)
Customer Relationship Management (CRM) is increasingly becoming the key focus area for several Telcos। With increasing levels of competition, success in the industry is often mirrored in having higher customer satisfaction levels. Illusion Technologies helps Telcos rework and re-align their CRM applications towards the customers' strategic business drivers, while maintaining a high focus on the costs and System optimization possibilities.

CRM entails all aspects of interaction a company has with its customer, whether it be sales or service related. Computerization has changed the way companies are approaching their CRM strategies because it has also changed consumer buying behavior.

Customer Relationship Management (CRM) can be achieved by:

finding out about your customers' purchasing habits, opinions and preferences.
profiling individuals and groups to market more effectively and increase sales.
changing the way you operate to improve customer service and marketing.

For most businesses customers are the lifeblood of their operations. Illusion Technologiess' CRM Practice is one of the global leaders in providing solutions and services which enhance customer experience by leveraging customer insights. Our rich industry experience and proficiency in business processes in the areas of Marketing, Sales, Service & Support helps companies achieve measurable business benefits from their CRM initiatives. We work closely with our clients in areas of people, process, technology and governance to deliver value through the entire life cycle of their CRM programs. Our services leverage Illusion Technologies' proven Global Network Delivery Model, proprietary tools, product expertise, well-tested methodologies, sophisticated knowledge assets and global strategic alliances with major CRM vendors.

Customer Relationship Management (CRM) is not just the application of technology, but is a strategy to learn more about customers' needs and behaviors in order to develop stronger relationships with them. As such it is more of a business philosophy than a technical solution to assist in dealing with customers effectively and efficiently.

In an atmosphere of extreme price sensitivity, customers are demanding more service, more convenience and more personalized communications. Businesses must maximize every interaction with their customers to make positive impressions and drive loyalty and preference.
At Illusion Technologies Technologies Business Services, we regard CRM as a journey, not a destination. It involves shifting your focus from your products and channels to your customer. It means streamlining and integrating your sales, marketing and customer service.

	application Development & Maintenance		Customer Relationship Management
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	Enterprise Application Services		SEO

What is Customer Relationship Management?
By [http://ezinearticles.com/?expert=Sarah_Freeland]Sarah Freeland

With the high volume of Customer relationship management happening via the telephone and internet, it's crucial to understand the world of crm software. But before we get too deep into crm software, let's start by defining what Customer relationship management really means. The crm in your business and your neighbors is probably the same concept which is: a methodology, software, or internet system that helps an enterprise manage its customer database and customer contact in an organized way.

Now that we understand the concept of crm (Customer relationship management), it's important to become an expert on how to succeed in this field. All companies who sell retail or service to the public deal with some sort of crm. In today's world, the best way to meet customer needs in a timely and simple fashion is to have a system in place on your computer software. This allows agents to access detailed customer information in quickly and easily while the customer is on the phone or internet.

For example, when a customer calls an agent, the crm software helps the agent see detailed information about the customer like what products the customer has already purchased, their age group, their status in the company, how often they buy products, and other crucial Customer relationship management information.

With this detailed information, a customer relations agent can then accurately and effectively meet the needs of the customer without wasting time delving into non-pertinent information with the customer. Now that you have an idea of what crm and crm software mean, you are prepared to enter the workforce with some background knowledge and definitions in your back pocket. Success is within reach, keep reading.

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