Customer Relationship Management (CRM)

CRM is a fairly comprehensive topic that is usually accepted with gusto or half-heartedly. Regardless of which warehouse you end up in, CRM is the key to long-term business success!

How do you actually build a successful CRM program?

It takes a lot of skill and process-oriented thinking that a CRM programmer can have and it's not as easy as buying a great CRM system and sending out a few emails and text messages on a customer's birthday, Easter, or whenever a new sale comes up!

Have a thorough understanding of your customer’s life cycle

In a world of information overload, it becomes even more important to Send the right message to the right customer at the right time!

The key is to convey to the customer what is valuable. To do this, you and your team need to have an in-depth understanding of your customer life cycle and consider that one glove usually won't fit all you may need to divide your customers into different product or service categories.

Describe each customer's point of contact and determine what information is valuable to the customer at that point, such as Invoice reminders, product information, upgrades, repairs, replacements or renewals, and other value-added services. Once you have a clear list of touchpoints, you can decide on other good points to add.