How to implement CRM ?
Customer Strategy The starting point of a new Customer Relationship Management implementation is to develop a customer strategy. The strategy should define the sort of customers the enterprise wants, how they will be found, how customer service will be provided, and will be done with customers who fall outside of the target profile. Focusing on the Customer The focus of the enterprise needs to be shifted to focus on the customer. This requires investment in staff training and motivation. Employees throughout he organization must be trained and enabled to solve customer problems, and be able to understand and work with new information technology systems. The organizations culture must focus on building customer relationships, in which the expectations of the customer are exceeded. Most CRM implementations involve the use of call centers to improve customer service. Many center experience high staff turnover due to low wages, bad management and poor motivation. However, it takes 6-9 mont
