CRM - Customer Relationship Management

Marc

Hunkered Down for the Duration
Staff member
Admin
#1
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.
 
Elsmar Forum Sponsor

WALLACE

Quite Involved in Discussions
#2
CRM definition????????

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.
 
E

energy

#3
Re: CRM definition????????

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..... :biglaugh:
:ko: :smokin:
 
M

Martijn TVM

#4
I don't know about waves

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

Quite Involved in Discussions
#5
CRM

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.
 
M

Martijn TVM

#6
Is there anyone...

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

Quite Involved in Discussions
#7
Crm

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.
 
E

Edith

#8
CRM'S

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!

:bigwave:
 
E

Edith

#10
Bringing it all together

Hi Wallace!

Believe it or not the entire thing of "CRM" came as an accident to me. (9months ago, I didn't even know what the acronym stood for):bonk:

Our current QMS is comprised of 5 databases, one of being a customer relations database!

So, I happen to be invited to one our National Sales meeting, and I am sitting their listening to Sales and Marketing talking about , their "If only we could do this" talks. Again, they were talking about scheduling, organization, record keeping of phone calls, increase in rates who does it? When? How?, correspondence with customers. The list goes on and on.

Well I thought to myself, I guess I better let them know that I could have the answer they are looking for.

Basically, I took them through the database which I was only in the midst of configuring, but which still had the functionalities activated which they were looking for. Automatic distribution of rates via email (As an attachment of any software type), phone , letter in, letter out fax, account manager, potential client, existing etc etc. Very similar to Goldmine / Act for notes. However, the one thing it had that management was just awed at was, we had bought a tool which sits on our server, and replicates data into this database straight from our AS400 operating system! No data entry, 15 min replications and voila!

Like I said, an employee or sales rep can be at a customers location log on and view any outstanding CAR's, NC's etc. PLUS review their procedures!( Some firewall issues do exist) Survey templates will autmatically be sent to customers (which you create through a template you just set the intervals) It sends you reminders when it's time to review your account, and if you don't it escalates right up to the CEO!

If I sound excited about this I am! I'ts not the "perfect"system, it is missing some functionalities but the fact that we can incorporate this into our QMS is definate bonus!

Sorry if I rambled!

Edith:biglaugh: :biglaugh: :biglaugh:
 
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