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Customer Relationship Management (or CRM) is back! What a difference a few years makes. Not too long ago, surveys were reporting that 70-75% of all CRM initiatives failed. That was yesterday. This is today. While CRM implementation results leave a lot to be desired, it is amazing what can happen when institutions go from treating CRM as an ad hoc "skunk work" operation to treating it as a formally constructed corporate initiative. Don't say we didn't tell you so.
The fact that you're at this site likely means that to CRM or not to CRM is not the question. The question is how to do it effectively? How do you create the strategy/vision, manage expectations, how do you organize around the customer, and how do you implement CRM best practices? The answers to these questions lie not only in the imagination but also in the execution of technology. For this reason, you will find plenty of tech talk on these pages. Don't shy away from these areas as these issues are well within the marketer's purview and quite frankly, the devil is in the details. Overall, within this site, we tend not to take an IT-dominant view of CRM but more of a business strategy view of CRM and fit the IT-components into the Sales and Marketing Strategy Perth. And at other times, we bring it down to the very tactical level.
Before we leave this introduction, we want to echo a point of view by Bryan Pearson of Alliance Data Systems on a subject that has been truly troubling us for some time - that is CRM marketers' seemingly singular focus on data analytics to the detriment of imagination. Mr. Pearson wrote:
"Instead of developing real relationships with our customers, we often reduced them to mere ones and zeroes... Today, the balance between art and science has teetered inexorably toward science as the true artistry we develop dwindles."
Science is burying the art of customer relationships. As such we are stalling as marketers as we fail to innovate. Our industry has historically been the most innovative in the marketing realm. In this increasingly competitive environment, let us not forget our innovative heritage. After all, "scientists can explain the world, but only artists can give it meaning."
If you would like to know how you can improve your Customer Relationship Management Strategy, Processes and Software and are interested in working with Consultants that are local, guaranteed and deliver solutions that are simplified, you should get in contact now to book an obligation-free appointment at Visit: http://crmperth.com.au/contact-us/ and do a mail enquiry@CRMperth.com.au you can feel free to call us: (08) 6102 7284.
