CRM - Customer Relationship Management

[Marc]

I got the following e-mail. I hesitate to start a new forum unless there's an expressed need - there's a lot already. I've been following CRM somewhat through InfoWorld for some time.

That said, if any of you have any comments or want to discuss CRM - let's try this thread. Maybe Wallace will take a few minutes and explain the basics.

From: "Wallace Tait"
To: Marc
Subject: CRM?
Date: Sat, 29 Dec 2001 16:01:14 -0500

Marc,

I hope this mail finds you well, I hope that you have had an excellent festive celebration (Whatever your tradition).

Marc, I would like to suggest opening a new addition to the Cove relating to CRM (Customer Relationship Management), This arena is very closely associated with Quality management and Customer communications, I have recently been exposed to this fascinating area through a work colleague, Have a look at the following sites and judge for yourself whether CRM is a subject of interest to the Cove members and viewers.

http://www.crmcommunity.com/

http://searchcrm.techtarget.com/

http://www.dwinfocenter.org/

There are many more sites that each site links to.

All the best for 2002 when it gets to you.

Best regards

Wallace Tait.

[WALLACE]

I am a novice regarding CRM issues and, I don't Believe I would do justice to this subject, However, I am reading an Addison-Wesley Information Technology Series publication titled THE CRM HANDBOOK ISBN 0-201-73062-6.
CRM is becoming a subject that is being touted as the next big thing in the business world regarding customer relationship management.
THE CRM HANDBOOK ISBN 0-201-73062-6.

Wallace.

Originally posted by WALLACE
CRM is becoming a subject that is being touted as the next big thing in the business world regarding customer relationship management.
THE CRM HANDBOOK ISBN 0-201-73062-6.
Wallace.

Carl,

See what I mean? As wave replaces wave endlessly.....

[Martijn TVM]

I don't know much about it either but I've been working on a CRM database to keep better track of customer relations. I focused mostly on business opportunities but CRM is a part of that. I do agree about "new hype" theory, but basically all CRM is is all the post-its and voicemails, palmpilot, from a bunch of desks combined into a organized central place, right. Please do correct me if I'm wrong.

[WALLACE]

Does anyone have have examples of the use of CRM within a QMS. I have noticed that there is a move by organizations who have a formal QMS system in place to be moving to a mostly paperless system (Online QMS).
Would CRM be used and associated with customer satisfaction and continuous improvements within a QMS?
Wallace.

[Martijn TVM]

H Question. Is there anyone who actually uses a CRM system out there. Many companies have scrapped it from there budgets, because of cost but there must be some companies using it. I was looking into an expansion of our current ERP-II system to integrate it with CRM. But they offcourse give me the whole sales thing, (no dissatisfied customers).

I was wondering if there is anyone who uses a CRM and actually calculated the cost reduction, opportunity expansion, etc. and some hard numbers.

and wallace thanks for the site info.

[WALLACE]

Martijn,
If you have time to look at www.prenticehall.com use the search engine and look at CRM, you will find references to the book that I mentioned in a previous thread.
I read in the book that banks are into CRM big time and the book gives many examples of organizations using CRM to date throughout the world.
Wallace.

[Edith]

Hi there!

We are currently using ACT for notes as a tool for our CRM. We are currently looking at actually incorporating the CRM within our QMS database, which provides a EXTREMELY useful tool.

Not only does it keep us upto date in terms of customer profiles, info etc, but you can actually create surveys, NC's, CAR's, Continuous Improvements directly from the CRM database! (On top of that creates reports, and creates a record of the above!)

We are still currently in the midst of configurations, and discussing platforms for the interface of other current systems being used!