Crm Perth's blog: "CRM Perth"

We believe that these strategies will enhance your likelihood of long-term CRM success.

1: Get Sponsorship from the top brass. If management doesn't believe in the new approach, why should the employees? Implementing CRM requires working across organizational boundaries and breaking down long-term siloed behaviors and attitudes. You can't do that by yourself! Many times the difference between a successful CRM strategy and a huge waste of money is backing from the executive suite.

2: Build a team. Prior to developing your CRM strategy or selecting your CRM Software Perth, form a CRM team with representatives from each department to make sure colleagues' needs and concerns are addressed. Too often companies neglect to include the correct stakeholders, and the initiative fails to meet the needs of those tied to its results. Pick your CRM team wisely - everyone will need to own the customer experience.

3: Define your business objectives? Your CRM Strategy must be designed with your business objectives and customer requirements in mind.

4: Identify who your customer is. Is there agreement on definition of "customer?" - The marketing department of an automobile company might consider a "customer" to be a dealer, but the call center might consider it to be a driver. Have consensus on this and other key definitions. Can you identify your customers across multiple touch points (retail, call center, mail, catalog, web and e-mail)?

5: Differentiate. Identify your customer segments - your high-value and high potential customers. Know who you want to serve. Understand what that customer wants? Prioritize. What is the customer worth and what is their potential worth?

6: Understand your Customers - what they want, and how they want it from you.

7: Agree on desired customer behaviours - build consensus on how you want customers to behave differently and what the customer experience will be... from the customer's perspective. Design a different customer experience for each customer segment.

8: Define customer experience goals. Articulate the customer experience. How should your experience feel? Identify important business interactions e.g. high volume or high cost. Identify interactions that are important to the customer - high involvement and high perceived importance.

9: Have an integrated customer strategy. Today interactive marketing is a fragmented discipline in which marketers work with many different vendors to develop and execute marketing programs. Recognize that disparate databases of customer information prevent companies from gaining a holistic view of the customer throughout the organization.

10: Define and map data requirements - You'll need to know what customer data is necessary and from what system it will originate. See your customer through the same lens. A firm understanding of the level of customer data - account or household level - is critical. Do you plan to append external data? If so, what types: household size, income, psychographics, ZIP, real estate information etc.

11: Standardize data. Various departments in your organization may see your customer quite differently from another. Using one integrated set of analytical data throughout the company can help executives to make key decisions about how much to invest in a particular customer.

12: Develop success metrics - How will you know if your CRM program has been a success?

13: Create customer engagement programs (acquisition, growth and retention). Customer engagement is a process, not an event. Too often retention is treated as a project, rather than a guiding principle.

14: Collect Data - collect and use information from each customer interaction to make your chosen customers more valuable to your enterprise. Can you identify behaviors, attitudes, needs, propensities or intentions? Plan to clean your data regularly.

15: Test, test, test. Troubleshoot with test customers before making your services generally available. Focus on ROI. Experiment with your Marketing.

16: Empower staff. Give front line staff the ability to please the customer. Too often they can't make timely decisions nor can they present relevant offers - effectively facilitating customer dissatisfaction and defection.

17: Communicate your successes to the rest of the organization. Identify quick wins. Tackle the smallest, easiest task straight away and save the hard stuff for later. Success early on gets the ball rolling and motivates employees. Success can be contagious.

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.