{"id":82,"date":"2007-11-16T05:23:00","date_gmt":"2007-11-16T05:23:00","guid":{"rendered":"http:\/\/mukom.mondragon.edu\/relacionesconclientes\/2007\/11\/16\/making-crm-work-for-your-customer-event-and-ii\/"},"modified":"2007-11-16T05:23:00","modified_gmt":"2007-11-16T05:23:00","slug":"making-crm-work-for-your-customer-event-and-ii","status":"publish","type":"post","link":"https:\/\/mukom.mondragon.edu\/relacionesconclientes\/2007\/11\/16\/making-crm-work-for-your-customer-event-and-ii\/","title":{"rendered":"\u00abMaking CRM Work for your Customer\u00bb Event (and II)"},"content":{"rendered":"
Let\u00b4s finish with the post I opened yesterday. I had some questions to answer:<\/p>\n

1. Which are CRM implementation Golden Rules?.<\/span><\/p>\n

In Mary Carol Alexander\u00b4s opinion, from Salesforce, these are the 8 golden rules a firm should consider when implementing a CRM Project:<\/p>\n

1st: Executives\u00b4strong vision
2nd: Solid CRM Strategy
3rd: Valuable customer experiences
4th: High organizational collaboration
5th: Well defined and automatized processes
6th: Clear data and quality customer information
7th: Solid CRM Technology
8th: Information and dashboards to monitor CRM project\u00b4s success<\/p>\n

2. Do customer\u00b4s satisfaction improve after CRM implementation?.<\/span><\/p>\n

Accordingly a research developed by Wesley and colleagues, customer satisfaction do not improve after a CRM project implementation. Of course, there is a logic explanation: When they analyzed data regarding customer\u00b4s size, they realized that larger customers were more satisfied and medium and small customer\u00b4s satisfaction scores were getting worse.<\/p>\n

As CRM project emphasize focusing on best customers, it is logic that after implementing a CRM project the company directs its efforts towards large (are more valuable) customers, forgetting medium and small ones.<\/p>\n

3. What should I do to make my sales people use CRM Technology?. <\/span><\/p>\n

Pay them, in a very radical decission a firm (Saleforce\u00b4s customer) decided to pay to their salespeople in order to make them use CRM.<\/p>\n

Overall, the event was interesting, even I didn\u00b4t get no \u00abwhow\u00bb idea. Just one last thing what it surprised me a lot: Being the organziser Atlanta Interactive Marketing Association software was prohibited, the conference room had not wifi connection and NOBODY had a laptop, except for me, and I couldn\u00b4t use it…<\/p>\n

\"\"<\/a><\/p>\n

I wonder<\/span>: Bearing in mind our companies, what kind of CRM Technology they use mostly: On-demand (Salesforce, or others) or Client-server (Siebel)? Why? And in the future?<\/div>\n

\"\"<\/div>\n","protected":false},"excerpt":{"rendered":"

Let\u00b4s finish with the post I opened yesterday. I had some questions to answer: 1. Which are CRM implementation Golden Rules?. In Mary Carol Alexander\u00b4s opinion, from Salesforce, these are the 8 golden rules a firm should consider when implementing a CRM Project: 1st: Executives\u00b4strong vision2nd: Solid CRM Strategy3rd: Valuable customer experiences4th: High organizational collaboration5th: Well defined and automatized processes6th: Clear data and quality customer information7th: Solid CRM Technology8th: Information and dashboards to monitor CRM project\u00b4s success 2. Do customer\u00b4s satisfaction improve after CRM implementation?. Accordingly a research developed by Wesley and colleagues, customer satisfaction do not improve after a CRM project implementation. Of course, there is a logic explanation: When they analyzed data regarding customer\u00b4s size, they realized that larger customers were more satisfied and medium and small customer\u00b4s satisfaction scores were getting worse. As CRM project emphasize focusing..<\/p>\n","protected":false},"author":99,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[1],"tags":[82,33,83,84],"amp_enabled":true,"_links":{"self":[{"href":"https:\/\/mukom.mondragon.edu\/relacionesconclientes\/wp-json\/wp\/v2\/posts\/82"}],"collection":[{"href":"https:\/\/mukom.mondragon.edu\/relacionesconclientes\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/mukom.mondragon.edu\/relacionesconclientes\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/mukom.mondragon.edu\/relacionesconclientes\/wp-json\/wp\/v2\/users\/99"}],"replies":[{"embeddable":true,"href":"https:\/\/mukom.mondragon.edu\/relacionesconclientes\/wp-json\/wp\/v2\/comments?post=82"}],"version-history":[{"count":0,"href":"https:\/\/mukom.mondragon.edu\/relacionesconclientes\/wp-json\/wp\/v2\/posts\/82\/revisions"}],"wp:attachment":[{"href":"https:\/\/mukom.mondragon.edu\/relacionesconclientes\/wp-json\/wp\/v2\/media?parent=82"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/mukom.mondragon.edu\/relacionesconclientes\/wp-json\/wp\/v2\/categories?post=82"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/mukom.mondragon.edu\/relacionesconclientes\/wp-json\/wp\/v2\/tags?post=82"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}