CUSTOMERCENTRICTIMES
eZines: Dec 2004 > February 2005 > May 2005
In this issue of CustomerCentricTimes;
- Happy New Year!
- Passion! CRM That Fuels the Emotions
- What lies ahead for CRM in 2005
- Customer Experience Management – at last it is getting through!
SRD Group Soupbox
We hope that you enjoyed a good break over the holiday season and are refreshed and ready to take on the challenges of 2005.
CRM is only part of the Customer Experience and this year we are determined to help our clients achieve their strategic objectives by ensuring that the Customer Experience is at the forefront of everything that they do. For without customers businesses do not exist and without delivering consistently Great Customer Experiences, businesses will struggle to compete.
The first CustomerCentricTimes of 2005 begins this quest with the lead article that we have just had published in the iStart Magazine for Quarter 1 2005. Passion! CRM That Fuels The Emotions.
CRM Corner
Ensure That Your CRM Project Starts Off on the Right Foot
Companies that have achieved CRM success acknowledge that the chances for success are greatly increased by following a few critical principles before starting a project. Click on the following link to learn more about the Six Principles To Achieving CRM Project Success, by Morris Karolicki.
Growing GREAT Customer Experiences Forum
“Customer Experience Management will become a significant--perhaps even paramount--part of CRM for 2005” says Paul Greenberg, president of the 56 Group.
He says...
“The customer experience is finally being recognized for its business significance. This is an evolutionary step beyond looking at business or customer analytics (also a 2005 top hot pick) being used to establish a personalized experience. CEM looks at the gamut of emotional and rational characteristics that are necessary to enrich the single customer or segment’s experience. The purpose is not just to provide good products and services; that is no longer a real differentiator. It also takes into account much more than buying habits and optimal offerings. It is a look at the complex matrix of sensate experiences that a customer needs, not to be somewhat satisfied, but to become a brand advocate. Gartner at the end of 2004 issued a paper titled, How to Approach Customer Experience Management. SearchCRM noted in mid-January 2005 that "voice of the customer" departments--business units that are devoted to being customer advocates within a company--are reappearing. A number of key consulting firms are developing either separate customer experience practices or have incorporated CEM into their value propositions for 2005. This is no small thing. CEM will be an increasingly critical part of CRM by the middle of 2005 and perhaps will dwarf many other facets of CRM within a very few years.”
SRD Group have been evangalising the customer experience for 3 years now. If you would like to know more about our Growing Great Customer Experience Programmes or Customer Experience Surveys, that will have a real impact on your business, please contact me at neil.s@srd-grp.com.
SRD Group Consulting Services
SRD Group primarily consult on CRM, Growing GREAT Customer Experiences and Customer Satisfaction/Experience Survey Programmes. 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 neil.s@srd-grp.com.
The Last Word
Noted on CustomerRetention.com...
“Retention rates are for sissies; we measure the percentage of customers we keep by the tattoos on their body parts."
- Richard Teerlink, Chairman of Harley Davidson, during a conversation with Fred Reicheld. (Yep, we'd say that's loyalty!)
Neil Stewart and the team at SRD Group.
SRD Group Limited
CRM Consultants
Merging TEAMS, TECHNOLOGY AND CUSTOMERS
