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Your Feedback Matters (But Only When It Suits Us?)
Posted by Gareth Cutter on 6th August 2009 to CRM
Customer relationship management relies on knowing what your customers are saying and thinking in relation to your company at all stages of the customer life-cycle. The use of this data helps your b...
No-Fat Marketing: Plot Where Leads Come From With CRM
Posted by Gareth Cutter on 22nd July 2009 to CRM
Historically, the success of marketing hasn’t always been easy to quantify. Evidence of a campaign’s success was often boiled down to either a positive, negative or static trend. It was time-consu...
How CRM Refines Raw Data Into Results
Posted by Gareth Cutter on 17th June 2009 to CRM
Businesses are often sitting on a goldmine of data but don’t take the time to sort through it. This is counter-productive because many best practices, including how to speed-up the sales process and...
Tapping Creativity and Hidden Talent in the Workplace
Posted by Gareth Cutter on 4th June 2009 to CRM
Customer relationship management (CRM) benefits more than just the customer. One of the additional advantages of implementing it in your organisation is how it enables sales, management and technical ...
Email Marketing vs. Direct Mail: A Tortoise & Hare Fable Revisited
Posted by Gareth Cutter on 3rd June 2009 to Email Marketing and CRM
Taking some artistic license with the original fable (which I hope you’re all familiar with) imagine for a second that the tortoise and the hare are racing for the same team. No matter which one win...
Why Customer Service Has to Survive the Recession
Posted by Gareth Cutter on 20th May 2009 to CRM
Customers aren't always motivated solely by price; the perceived value of a good arguably has more influence on a buying decision. A positive customer service experience contributes massively to that ...
You Pick The Destination, CRM Will Show You The Way
Posted by Gareth Cutter on 8th May 2009 to CRM
You already know where you want to go; your destination is the front of customers’ minds. You’ve got most of the kit to get there: you’re already quite familiar with your target market’s age, ...
Three Ways Customer Relationship Management Can Make (and Save) You Money
Posted by Gareth Cutter on 22nd April 2009 to CRM
In a world where business applications are ten-a-penny, what makes customer relationship management programmes stand out? Although CRM’s primary function is to streamline, organise and facilitate ...
Could Software as a Service Save Your Customer Relationships?
Posted by Gareth Cutter on 8th April 2009 to CRM
Three months into the recession and it is likely your business is feeling the pinch to some extent, either directly or indirectly. These constraints could be budget cuts or customers less willing to p...
Sales Teams Under Greater Pressure to Perform
Posted by Gareth Cutter on 25th March 2009 to CRM
Could you be doing more to help your sales teams reach their targets? The 15th Annual Sales Optimisation Study by CSO Insight has shown that less than 59% of all sales reps met their targets in 2008,...
CRM's Key to the Future Through Customer Insight
Posted by Gareth Cutter on 11th March 2009 to CRM
In a speech delivered at the Gartner CRM summit in London, Gartner Fellow, Mark Raskino commented, ‘In the last recession you can see companies that made mistakes by sticking with data they had.’...
Create Advocacy and Increase Referrals Using CRM
Posted by Gareth Cutter on 25th February 2009 to CRM
Is it possible to do PR and marketing for free? When fully-utilised, a customer relationship management program can help identify customers who are likeliest to become advocates of your brand based on...
What's in a Name? Customer Relationship Management and 'PRM'
Posted by Gareth Cutter on 11th February 2009 to CRM
Businesses need to start looking at their CRM programs and think about prospect relationship management (PRM) as an additional activity to the relationship tactics used on existing customers. The pro...
Collect and Implement Feedback Effectively With Customer Relationship Management
Posted by Gareth Cutter on 28th January 2009 to CRM
Analytics firm, Gartner have found that feedback gathered from consumers immediately after an event is on average 40% more accurate than feedback gathered 24 hours later. Their reflections on your pro...
Creating a CRM-Supportive Business Culture
Posted by Gareth Cutter on 21st January 2009 to CRM
It's the start of a new year; you want to increase the volume of sales conversions and improve the working relationships of your staff with customers and other staff members, and CRM seems the best wa...
Service-Comparison Sites Up The Customer Service Stakes
Posted by Gareth Cutter on 10th December 2008 to CRM
The rise of the 'i' economy, with internet users wielding significant power in the construction (and potentially deconstruction) of consumers' perceptions of brand image, is likely to force businesses...
CRM Plays Vital Role in Private Sector Too
Posted by Gareth Cutter on 27th November 2008 to CRM
We've already written a little bit previously about how CRM is helping to improve customer service levels in public sector call centres, but now some new information has come to light showing the impo...
Public Sector Lagging Behind in Process Planning
Posted by Gareth Cutter on 12th November 2008 to CRM
A recent report from the Professional Planning Forum has shown the public sector is making great strides towards improving efficiency in its call centres but that there's still a lot of work to be do...
CRM Can Be Used to Create 'Market Insight'
Posted by Gareth Cutter on 29th October 2008 to CRM
When people mention 'customer relationship management', it's normally in reference to a service-based philosophy and maintaining close and relevant working relationships with clients, but what most or...
Senior Decision Makers Shirk Contact Data Duties
Posted by Gareth Cutter on 8th October 2008 to CRM
Maintaining accurate contact data is one of the most basic things a business can do to ensure success - so why aren't more senior decision makers and board members taking it seriously? A recent study...
Banks Use CRM to Improve Service Standards
Posted by Gareth Cutter on 24th September 2008 to CRM
When was the last time anyone saw a mortgage lender smile? There's not been much in the way of good financial news of late so that's understandable - but the impersonal, unfriendly facade of banks h...
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