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DSC Tech Library
Customer Relationship Management
This section of our technical library presents information and documentation relating to CRM Solutions and customer relationship management software and products.
Providing timely customer service information is vital to maintaining a successful business. Accurate information provided in an organized and thoughtful manner is key to business success.
TELEMATION, our CRM and contact center software, was originally built on this foundation. The ability to modify Customer Relationship Management software is important in this ever changing business environment.
Telemation Customer Relationship Management solution and contact center software is ideally suited for call centers throughout the world.
CRM Best Practices: Winning Executive Buy-In
The following is an extract from the article "CRM Best Practices: Winning Executive Buy-In" by Joe Outlaw from CRM Daily:
"There are two givens about winning executive buy-in for CRM: First, executive support is a critical success factor for all major CRM initiatives; and second, securing executive commitment for any strategic project that requires significant organizational change and collaboration -- not to mention expense -- is never easy.
Over the past few years, CRM has been touted as the ultimate solution for sagging bottom lines and customer defections. With CRM, an organization can grow revenues, increase profits and lower the cost of interacting with prospects and customers -- or so go the advertisements.
Education and Myth-Busting
It is true that some organizations have achieved those ends -- and more -- with the proper implementation of CRM strategies. It is also true that other companies have failed to realize the expected benefits, and some have made their disappointment public.
The result of the open debate about CRM has left many executives with mixed impressions: some positive and some negative; some based on truth and some not. "We find that a healthy 'fiction versus fact' session with key executives is a good way to start the process," Deloitte partner Jonathan Copulsky told CRM Daily.
Part of the CRM image problem is due to the umbrella term "customer relationship management." Because so much has been attributed to CRM, it may be useful to demystify it for executives by deconstructing it into some of its components.
"CRM" might not mean anything to many senior managers, but making sales or customer service more effective and efficient certainly does. Likewise, if "CRM" means providing greater insights into customer demand in order to improve production forecasts or increase market share at the expense of key competitors, managers will be all ears.
Explaining CRM and its components is a start. But, the heavy lifting required for full executive support lies in describing CRM projects in business terms, making business cases for them, and being sure there is alignment with the organization's overall business strategies......"
To view the entire article, visit www.crmdaily.com.
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