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CRM Articles
eSalesTrack is committed to educating our customers not only on our products, but also on how to make your organization run more efficiently through effective CRM use.
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CRM - Educational Articles
Future Currencies eSalesTrack Collaborates To Explore Some Future Currencies Emerging trends in our informational age, virtual global and increasingly wireless and mobile marketplaces, have brought some new thinking and perspectives into the traditional thinking behind customer relationship management and sales force automation. It is so much more than data-mining, understanding customer wants and needs, market-research and loyalty reward programs. Getting a handle on creating, developing, building and sustaining mutually beneficial business partnerships, co-active customer relationships, anywhere, anytime remains a number one priority for most modern businesses. eSalesTrack helps focus on what really matters in this value proposition, its interactions, communications, connections, transactions and interactions. What tools, platforms, processes, techniques, approach, strategy, sales force automation and management practices are in place, are or will be needed. Sounds like a simplistic diagnostic, but masks a huge and extremely important undertaking. Fred Newell in Wireless Rules (2005 pg 281) identifies two ‘currencies’ or what he calls metrics of mobile commerce or (m-commerce):
Assessing, measuring, analyzing, understanding and utilizing the results from these two areas will be driving successful business endeavor and enterprise by pointing to how your current strategies are reaping reward today. Always with an eye on the future, it will also suggest opportunity for improvement, new emerging markets, vulnerabilities and risk exposure. Looking at customer relationship management in a whole new way is the key. For example: interaction versus reaction – asking the tough question on how, when, where and why customers interact with you, probing for understanding patterns and rhyme and reason will help you better prepare, respond, service and retain your clients. Initiating contact with you, as a business from the customers own volition can be used as a measure of the strength of the bond in your customer relationship. Monitoring progress, addressing weakness etc. will all assist you in becoming more effective, focused on your customer and in turn they feel empowered, valued and listened to – a win-win for both parties. If we were to propose some more criteria for you to benchmark your business today, would you have the data and knowledge to answer and address them. For example, accessibility and easy of doing business, is increasing a demand from customers in the modern-day economy . CRM-on-demand and SFA tools can have this and more poignant information and analytics to drive informed business decision making and contribute to keeping you ahead of the curve, responsive and in touch with your customer-base. Back to Index Page - << Previous - Next >>
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