April 2004 Newsletter
Great Customer Relationships

 CUSTOMERCENTRICTIMES

eZines: March 2004 > April 2004 > May 2004

In the past we've talked about how valuable Customer Relationship Management is and how important the Customer Experience is in order to strive for customer retention, and the 'holy grail' of loyalty. These two concepts are often seen by 'inward' looking companies as independent entities but, for either to succeed, they must both succeed.

Loyalty depends on people having GREAT Customer Experiences and delivering these relies on GREAT Customer Relationship Management.

We have been invited by Asia Business Forum to deliver a two day training program on Maximising CRM (pdf) to be held in Singapore in June. The program will revolve around helping organisations understand how and why they need to embed both Customer Relationship Management and Growing GREAT Customer Experiences into their culture and day-to-day processes.
 
We will be providing you with more details on our corporate Growing GREAT Customer Experience Workshop and associated programs next week.
 
In this issue of CustomerCentricTimes;

• Customer Relationships Are An Asset by SRD Group
• How to Avoid or Redress Eight Common CRM/CMR Mistakes by Patricia Seybold
• The Heritage Hotels Group rate SRD Group's Growing GREAT Customer Experiences Workshop highly!
  

SRD Group Soapbox

Customer Relationships Are An Asset by SRD Group: CRM is actually all about how you build Relationship Capital (RC) and maintain a healthy RC Asset Ratio! Are customer relationships an asset? We all say ‘yes’, but how many companies have actually taken the time to measure the RC Asset? This article by SRD Group will appear in Management Magazine in New Zealand in May 2004.

CRM Corner 

How to Avoid or Redress Eight Common CRM/CMR Mistakes by Patricia Seybold.  Patricia offers enlightening remedies to address those eight wrong turns (or dead ends) on the CRM highway. It is also heartening to see CRM and the Customer Experience being discussed almost as one, something SRD Group has been preaching for a long time. They are inextricably bound whether you use CRM technology or not!.

Growing GREAT Customer Experiences Forum 

When launching our new program for Growing GREAT Customer Experiences we decided that we did not just want any company to test it. We wanted it to be tested by the very best, by an organisation that prides itself on delivering ‘committed and caring’ customer service and by an organisation that has both an international reputation and recognition – The Heritage Hotels Group.

See what they said and find out more about it by reading The Heritage Hotels Group rate SRD Group Growing GREAT Customer Experiences highly!

SRD Group Consulting Services

SRD Group primarily consults on CRM, Growing GREAT Customer Experiences and Customer Satisfaction/Experience Survey Programs. We also provide consulting and facilitation services for sales and marketing efficiency and effectiveness improvement.  If you are interested in finding out more about SRD Group please drop me an email at .

The Last Word

 'Form follows function' and no where is this more true than in CRM. It starts well before and continues long after technology selection.

Neil Stewart and the team at SRD Group.

SRD Group Limited
CRM Consultants
Merging TEAMS, TECHNOLOGY AND CUSTOMERS