CRM
100 Success Secrets
100 Most Asked Questions on Customer Relationship
Management Software, Solutions, Systems,
Applications and Services
Gerard Blokdijk
CRM 100 Success Secrets
Copyright S 2008 by Gerard Blokdijk
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The information in this book is distributed on an NAs IsO basis without warranty. While every precaution has been taken in the preparation of he book, neither the author nor the publisher shall have any liability to any person or entity with respect to any loss or damage caused or alleged to be caused directly or indirectly by the instructions contained in this book or by the products described in it.
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CRM 100 Success Secrets
Gerard Blokdijk
There has never been a CRM manual like this.
100 Success Secrets is not about the ins and outs of CRM.
Instead, it answers the top 100 questions that we are asked and those we come across in forums, our consultancy and education programs. It tells you exactly how to deal with those questions, with tips that have never before been offered in print.
This book is also not about CRMOs best practice and standards details. Instead, it introduces everything you want to know to be successful with CRM.
Table of Contents
CRM Software Example - the Act! CRM Product .........................12
What is Best CRM for You? ..............................................................13
Getting Optimal Use Out of Your Preferred CRM Application..15
How to Choose Between Competing CRM Applications ............16
Analyzing the Intense Competition among CRM Companies
Today ...................................................................................................18
Using CRM Comparison Results to Make Better CRM Products ...............................................................................................................19
Certain Things Any Credible CRM Consultant Should Know ...21
What Results a CRM Consulting Session Should Produce for Your Organization .............................................................................23
The Value of a CRM Database in Proper Customer Relationship Management .......................................................................................24
The Right Way to Approach CRM Implementation.....................25
What CRM Integration Means In Real Life Terms........................27
CRM Supporting Management Plans and Objectives ..................28
How to Make CRM Marketing An Effective Process ...................30
The Growing Pains behind Developing a Great CRM Product ..32
CRM Solution: A Great Help in Business Productivity................34
Reasons Why You Need CRM Solutions for Your Company .....35
Reasons Why it is Important to Have a CRM System ..................36
Customer Appreciation: The Best Way to Maintain Loyalty from Clients ................................................................................................. 37
Adopting a Truly Customer Centric Worldview......................... 38
How to Handle Customer Complaints .......................................... 40
How to Manage Countrywide Customer Relationship
Management ...................................................................................... 42
The Importance of Getting Customer Database ........................... 44
Ways to Get Customer Feedback.................................................... 45
Getting Customer Focus via a Customer Centric Worldview.... 46
Factors That Affect Customer Loyalty........................................... 47
The Potential Value of Knowing Your Customer Profile............ 48
Customer Relationship Management (CRM) for Beginners In the World of Sales.................................................................................... 49
The Value of a Customer Report Card........................................... 50
A Brief Description of the American Customer Satisfaction Index .............................................................................................................. 52
How to Interpret Customer Satisfaction Surveys Correctly ....... 54
Customer Service Quotes To Inspire Your Sales Team With ..... 55
Should I Use Free CRM Software or the For-Pay Ones Instead? 57
Great Customer Service Determines Corporate Survival ........... 58
Competition Heats Up in Hosted CRM Solutions Industry ....... 60
Know Your Customer to Avoid Legal Hassles............................. 62
Know Your Customer Via Microsoft Dynamics CRM................. 64
On Demand CRM Means Hosted CRM Solution......................... 66
Selecting the Correct Sage CRM for Your CRM Needs................68
Siebel CRM A Look Back on Siebel Inc.Os Roots............................70
The Value of CRM on Small Businesses .........................................72
SugarCRM A World Leader in CRM Solutions.............................73
Web Based CRM Software - Its Advantages Over Traditional CRM Solutions....................................................................................75
Web Based CRM Strengthening Customer Relationships
Anytime & Anywhere.......................................................................77
Web Based CRM Is Your Business Ready For It?..........................79
What is the True Essence of Customer Service?............................80
What it takes to have a bad customer service................................81
Providing the best customer service ...............................................82
Where have All the Call Center Jobs gone? ...................................83
Call Center Jobs Scope and Qualifications .....................................84