João Pires autor

What is CRM? Customer Relationship Management, or CRM, is an information technology industry term for methodologies, strategies, software, and other web-based capabilities that help an enterprise organize and manage customer relationships. For example, "if a marketing department runs an outbound campaign, all of the information about the customers and the program should be retained for the sales staff to follow up on, the customer service representatives to answer any queries, and technical support to provide any field support. The idea is to have the same information available to all in the company so that every product or service need of the customer is met. CRM implies that everyone in the enterprise is focused on the customer." Brief History of CRM With the advent of e-commerce comes the e-customer. According to Vantive, a customer relationship management solutions provider that was acquired in 2000 by enterprise resource planning (ERP) software company PeopleSoft,...

CRM Implementations: What Have We Learned? Document Info Company: Harvest Solutions, LLC Author: Sidney C. Lejfer, President Doc Type: Articles Introduction The Customer Relationship Management Industry continues to mature. CRM software products have evolved and provide features and flexibility that were only a dream not that long ago. CRM implementation methodologies have been refined overtime, designed to provide cost effective consulting services. Despite all the improvements in both product and implementation strategies, companies have been besieged with failed CRM programs. What Went Wrong with CRM Implementations? This is a very good question and there are many slices to the blame pie. Let's talk about what went wrong and what to do in the future. Insufficient Needs Assessment - Many companies just don't know what they need, nor do they understand what a CRM system can do for them. Whether you are a small business or a large corporation, it all starts with a c...