January 2003 Newsletter

Introduction

Happy New Year. May 2003 be a prosperous and happy one!

The aim of this communication is to bring you informative articles, tips and news on how to successfully merge teams and technology and maximise your Customer Relationship Management (CRM) system.

This month: The second in our 5-part series on managing the ongoing change surrounding CRM and an interesting support article by Matt Hines titled 'If you build CRM, they might not come.'

The Initiation Phase of the Transformational Change Cycle and CRM

In November we introduced the ‘Transformational Change Cycle’ as a way of depicting what happens to organisations when they are faced with change. This was a fairly generic model – this month we want to relate it more specifically to CRM and focus on the Initiation Phase.

Top Concern - Human Resistance to Change (Joanie Rufo)

Hines reports that AMR Research Inc. recently completed a survey of 80 end-user companies plucked from leading CRM vendors' reference lists. Among the Boston-based researcher's findings was this: human resistance to change remains at the top of CRM buyers' concerns, and customers may not be taking full advantage of their CRM software makers' consulting references. How can you avoid those mistakes? Joanie Rufo, research director at AMR and the report's author, offered some insight.

Upcoming Events /Programmes

SRD Group will be offering a FREE CRM Healthcheck over the coming months, the details of which will be sent to you under a separate email.

Look out for more information on our Customer Satisfaction/Enrichment Programmes - helping our clients stay close to their customers.

Next month we will continue our series on CRM and cultural change using the Transformational Change Cycle model and will be focusing on the Uncertainty Phase.

In February we will also be conducting a survey to find out how your CRM programmes are progressing and how we may be able to add value to maximise the return on your CRM system.

Tips/Thoughts

What is CRM without people?

That's all for this month!

Regards,

The Team at SRD Group.