Customer Relationship Management
The term CRM (Customer Relationship Management) has been hi-jacked
by the software industry so that today it is most commonly associated with software
programmes and those that sell them. Although the capability and flexibility
of such software can contribute much to the effectiveness and day to day working
of customer management processes, customer relationship management is clearly
about far more than IT enablement.
It is our view that CRM software (where applicable) is excellent for enabling various elements of a Customer Management Strategy.
The flexibility provided by recent CRM packages can be unsurpassed for:
As a note of caution, many organisations set off down the
path of investing heavily and installing CRM systems with unclear goals in mind.
This results in poor tailoring and lack of Return on Investment.
Refer to Imonic Services CRM Specification.