Customer Relationship Management (CRM) is a business strategy facilitating business growth objectives, customer affinity goals, customer facing business processes and supporting CRM software systems. CRM business strategies are normally designed to systemically grow market share, customer share and lower customer churn.
CRM business objectives and CRM software applications are commonplace in the pursuit of customer acquisition and retention objectives. For most organizations, CRM software systems include marketing software, sales force automation (SFA) software, and customer service software. Ancillary or complimentary business software features such as Partner Relationship Management (PRM), quote to cash processing, mobile CRM, social CRM and customer analytics compliment CRM software systems and further enable CRM strategies. New and sometimes disruptive software technology introductions such as open source CRM, remote deployment methods such as cloud computing or software as a service (SaaS), pay as you go pricing models such as utility or subscription billing, and outsourced CRM systems management offer even more methods for CRM acquisition, deployment and operation.
Most businesses don't dispute that they need a CRM software system to compete in business. However, figuring out which CRM software system best accommodates their specific company objectives, business processes, resources and budget can be a difficult exercise. Fortunately, there are many good CRM blogs and CRM software review sites to help along the way.
Make no mistake, a CRM strategy is a continuous journey and business success is much more than an application software implementation and cut-over activity. Key benefits from CRM strategies and closely linked CRM software applications often include changes in company culture and a continuous customer pursuit that learns and adapts to fluid customer needs and new company capabilities. It is important to first comprehend that CRM is a business strategy and then understand how CRM software can act as the framework and automation to organize the company's most important customer objectives. CRM applications help increase understanding and response to an organization's customers' needs in a timely and mutually rewarding manner.
CRM professionals and practitioners have uncovered many repeatable processes, methods, best practices and lessons which collectively lower risk and increase the CRM software ROI. Several good online communities offer shared experiences designed to tap into social networks, user generated content and community discussions for the benefit of all members.
This purpose of this web site is to offer some CRM lessons and advice as well as share, collaborate and socialize the content, lessons, experiences and knowledge from our own pursuit of CRM strategies with peers and like minded business people. We will share our first hand experiences and we hope other readers may share their experiences, views and insight back.
From CRM Software To ERP, HRMS and Supply Chain Management
In parallel to our quest for CRM, we're also evaluating, selecting and deploying a few other business software systems - namely an Enterprise Resource Planning (ERP) system, a Human Resource Management System (HRMS) and a Supply Chain Management (SCM) System. We'll also be sharing our experiences (both successes and failures) with these business software systems and hope to engage others in similar pursuits.