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- Acquisition Versus Retention: Competitive Customer Relationship Management
- Customer relationship management suggests that sellers identify their most valuable customers and provide special products/services to them, either immediately in an effort to build a sense of commitment to the firm an acquisition strategy or just as they are thinking of leaving a retention strategy. While a monopolist profits most...
- Tags: Acquisition, CRM, Mergers & Acquisitions, Corporate Law, Advertising & Promotion, Customer Relationship Management (CRM), Enterprise Software, Investment, Finance, Business Operations, Marketing, Software
- White papers 2006-03-21
- Customer Relationship Management - An Introduction
- Customer Relationship Management entails all aspects of interaction a company has with its customer, whether it is sales or service related; it starts with the foundation of relationship marketing. CRM is a systematic approach towards using information and on going dialogue to built long lasting mutually beneficial customer relationship. The...
- Tags: CRM, Advertising & Promotion, Customer Relationship Management (CRM), Enterprise Software, Marketing, Software
- White papers 2005-05-25
- Customer Experience Management: The Value of "Moments of Truth"
- To manage customer experiences, one must first understand what "Customer experience" means. It's almost as difficult to pin down as "Customer relationship." Customer experiences include every point in which the customer interacts with the business, product or service. Customer Relationship Management CRM is a business strategy to acquire, grow and...
- Tags: Customer, CRM, Advertising & Promotion, Customer Relationship Management (CRM), Enterprise Software, Marketing, Software
- White papers 2006-05-01
- Defining CEM
- The author's definition of Customer Experience Management flows from his experience with Customer Relationship Management. Since his company's founding, Quaero has defined CRM as the systematic use of information to attract and keep customers through on-going dialogue for long-lasting, mutually beneficial relationships. They always saw CRM as a business strategy,...
- Tags: Author, CRM, Advertising & Promotion, Customer Relationship Management (CRM), Enterprise Software, Marketing, Software
- White papers 2006-06-01
- Linking Employee Relationship Management to Customer Relationship Management
- While an organization can do many things to improve employee satisfaction, focusing on activities and processes that link employee effort to customer value will likely yield satisfaction for both customers and employees. Key employee activities that can provide a direct impact on customer satisfaction include planning, training, informing, collaborating, and...
- Tags: Employee Relationship Management, Customer Satisfaction, Employee Satisfaction, CRM, Product Marketing, Marketing
- White papers 2006-08-01
- Epson Says Hello to Better Service With mySAP Customer Relationship Management
- With customer loyalty quickly disappearing and the competition just a mouse-click away, Epson Korea knew it needed to rethink its customer relationship management CRM strategy so it could continue to deliver on its commitment to superior customer service - and at the same time reduce operating costs. To meet these...
- Tags: mySAP, Digital Imaging, Epson, Customer Interaction, mySAP CRM, Customer Relationship Management (CRM), Enterprise Software, Software
- Case studies
- CRM: From Strategy to Implementation - How to Maximize Its Potential!
- CRM needs to be re-positioned as a shareholder value creation approach. Narrow functionally-based traditional marketing is being replaced by a new form of cross-functional relationship management. In order to succeed with this new approach, it is essential to understand both the economics of customer acquisition and customer retention and the...
- Tags: Cranfield University, CRM, Advertising & Promotion, Customer Relationship Management (CRM), Strategy, Enterprise Software, Marketing, Software, Management
- Webcasts
- CRM 101 - Building a Great Customer Relationship Management Strategy
- A CRM strategy means that operations revolve around the customer and involve much more than installing any one application, embracing a new technology, or even committing to one vendor's CRM suite. It sparks new ways of doing business and provides better insight into customer behavior. Superior implementations merge the so-called...
- Tags: Strategy, CRM, Advertising & Promotion, Customer Relationship Management (CRM), Enterprise Software, Marketing, Software
- White papers
- mySAP CRM Helps Ease Transition From a Product Strategy to a Market Strategy
- The CONDAT group, headquartered in France and comprising 10 companies worldwide, is a leading manufacturer of high-tech chemical products, specializing in industrial lubricants and wood treatments. The company wanted to implement mobile sales functionality for all employees involved in Customer Relationship Management CRM. The challenge was to simplify integration of...
- Tags: Strategy, mySAP, mySAP CRM, CRM, Customer Relationship Management (CRM), Sales Strategy, Enterprise Software, Advertising & Promotion, Software, Sales, Marketing
- Case studies
- Want to Maximize Your CRM Performance?: Measure It!
- Customer Relationship Management CRM has rapidly become the leading competitive business strategy of the new millennium. Implemented successfully, CRM can significantly reduce the cost of customer acquisition and maximize long-term customer profitability. However, the road to CRM success is more difficult than many organizational leaders may think. With the cost...
- Tags: CRM, Advertising & Promotion, Customer Relationship Management (CRM), Strategy, Enterprise Software, Marketing, Software, Management
- White papers
- Oversea-Chinese Banking Corporation Limited Saves Time and Streamlines Customer Service
- Oversea-Chinese Banking Corporation Limited OCBC Bank, a financial services group with a long history in Singapore, vigorously responded to the new competitive realities by revamping its customer strategy and marketing a broad range of financial products and services aimed at attracting new customers and retaining existing ones. In 2001, the...
- Tags: Bank, Customer Service, Oracle Corp., CRM, Customer Relationship Management (CRM), Advertising & Promotion, Financial Services, Financial Accounting, Enterprise Software, Software, Marketing, Finance
- Case studies
- A Framework for the Implementation of a Customer Relationship Management Strategy in Retail Sector
- This paper focuses on the increasingly important topic of Customer Relationship Management CRM. Reasons as to why it is hard for traditional bricks-and-mortar retailers to employ are discussed, as is the great potential for CRM in retail sectors. Survey data leads to conclude that a CRM strategy should be designed...
- Tags: Sector, CRM, Advertising & Promotion, Customer Relationship Management (CRM), Enterprise Software, Marketing, Software
- White papers 2006-04-24
- Customer Relationship Management Integration Across Marketing, Sales, and Service
- Nowadays organizations increasingly seek to drive corporate performance by maximizing the value of their customer relationships. Technology is a key component of any customer-focused strategy. Beyond technology, however, many companies fail to appreciate the importance of developing specific, well-defined, and integrated business processes focused on the customer. Oracle understands what...
- Tags: Marketing, Oracle Corp., Customer, Technology, CRM, Integration, Operational Planning, Sales Strategy, Strategy, Business Operations, Sales, Management
- White papers 2006-08-01
- LaSer Optimizes Sales Strategy for Enhanced Customer Loyalty
- Lafayette Services, best known as LaSer, is a subsidiary of the Galeries Lafayette group, France's pre-eminent department stores. The company wanted to optimize sales strategy in order to capitalize on customer loyalty and take greater advantage of market opportunities. The challenge was to enable the company to work with multiple...
- Tags: Oracle Corp., Laser, Sales Strategy, Sales
- Case studies
- Customer Relationship Management in Banking Sector and a Model Design for Banking Performance Enhancement
- Nowadays, many businesses such as banks, insurance companies, and other service providers realize the importance of Customer Relationship Management CRM and its potential to help them acquire new customers retain existing ones and maximize their lifetime value. At this point, close relationship with customers will require a strong coordination between...
- Tags: CRM, Banking, Advertising & Promotion, Customer Relationship Management (CRM), Enterprise Software, Financial Services, Marketing, Software
- White papers 2006-09-05
- CRM360 (exe)
- CRM30 is a customer relationship management software. Use this software to store your customer information and you will get a 360 degrees view of your customer. View relationship between customer and activities or vice versa. Search customer by address or search address by customer. This powerful relationships helps you to...
- Tags: Customer, CRM30, Performance Management, Tools & Techniques, Customer Relationship Management (CRM), Human Resources, Workforce Management, Management, Enterprise Software, Software
- Software downloads 2005-09-08
- Superior Customer Relationships: Best Practices of Eastman Kodak Co., Medrad Inc, and Fidelity Investment Services
- Most organizations in a given marketplace want close customer relationships and pursue these relationships using advanced technologies, refined and aligned processes, and well-trained people. Unfortunately, competitors often wanting the same customers seek them with similar intensity and tactics. Competition affects industry profitability, and competitive advantage is the...
- Tags: Fidelity Investments, Eastman Kodak Co., APQC, Competition, Best Practice, Customer Relationship, Strategy, Advertising & Promotion, Customer Relationship Management (CRM), Enterprise Software, Management, Marketing, Software
- White papers
- Fastest Growing Online Relationship Service Trusts eGain for Scalable Multichannel Customer Service to Millions of Members
- With over four million users, eHarmony is the Internet's fastest growing relationship service. With explosive growth in its customer base and increasing competition came the demand for differentiated customer service. The core element of eHarmony's member service strategy was to emphasize online channels such as email, web chat and web...
- Tags: Customer Service, eGain Communications Corp., Channel Management, Team Management, Customer Relationship Management (CRM), Product Marketing, Strategy, Marketing, Management, Enterprise Software, Software
- Case studies
- Credit Du Nord Scores!: Improving Customer Knowledge and Controlling Credit Risk With SAS
- Arising from the merger of 80 French banks, the Groupe Credit du Nord is today a federation of seven regional banks operating throughout France. Beginning in 1999, Credit du Nord launched its CRM Customer Relationship Management project to increase its customer knowledge. The strategy was to build a more permanent...
- Tags: Knowledge, SAS Institute
- Case studies
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