People Come First - What CRM Can Do
In the introduction: 7 Keys to Success with CRM - People Always Come First, I mentioned that the three areas of your Business affected by effective CRM are sales, marketing, and customer service.
Success with CRM follows a 60-30-10 rule. Sixty percent of a successful CRM implementation is People. Thirty percent is a good Process. And 10 percent is the computer Program you use for CRM. Today's CRM, like bpm'online is an adaptable CRM software platform designed from a business process foundation to be customizable for different kinds of businesses.
"Customer Relationship Management is a business strategy to learn about the needs and behaviors of customers and prospects in order to build strong relationships and earn their loyalty."
Every business interacts with its customers constantly, often on many levels and with different personnel. Every interaction generates information about the customer or prospect’s needs and desire - including your business level of success in meeting those needs and desires. What a CRM system does is allow your business to capture that information. Once the information is captured, it is then available for analysis. And based on that analysis, your business can adapt to better satisfy the customer.