January 2004 Newsletter

 CUSTOMERCENTRICTIMES

Happy New Year.

We hope that 2004 is both a prosperous and happy one for you.

The SRD Group Team are back, refreshed and ready to help you have successful CRM journeys and Grow GREAT Customer Experiences.

This month;

• a light hearted look on how not to use information you have on your customers;
• why a Customer Experience Engineer is important to your organisation
• and on our CRM Radio segment this month a fantastic discussion on Nurture Marketing and CRM, something we can all benefit from listening to no matter where we sit in the organisation.  It makes so much sense yet is truly simple.

Knowledge Management

Is this going too far? Do you feel this way sometimes? A light hearted look at how not to use information you have on your customers. 

Growing Great Customer Experiences 

A disjointed customer feedback process does not benefit the company as a whole. The customer experience cannot be dealt with in a silo fashion. See why it is important to have or introduce a Customer Experience Engineer Into Your Organisation.

CRM Talk Radio

The Power To Nurture Customer Relationships
Jim Cecil of Nurture Marketing.

Some really insightful comments and discussion around:

• Problems surrounding sales and marketing really being nurturing problems
• where the notion of the need for sales NOW are at odds with customer retention and acquisition
• how important it is to build relationships around a client or prospect’s needs and not YOUR urgency to sell
• about how contacts are seeds in your garden that need cultivation.

This session is discussed in three segments.  In order to maximise the value of your time listening to the session we suggest that, using your preferred media application, you:

• Start Session 1 at 12 minutes
• Start Session 2 at 3.30 minutes
• Start Session 3 at 3.30 minutes

The total of all three sessions will take around 30 minutes.

SRD Group

SRD Group services range from full blown CRM Journey Management to developing and running customised workshops around the topics of CRM and Growing Positive Customer Experiences. If you are interested in finding out more about how we could help drop me an email at .

The Last Word

CRM can mean many things, one of the most relevant interpretations of this acronym is Customer Retention Management. Customer loyalty and retention does not just happen, it is engineered through strategy, people, process, culture and in the vast majority of cases, through good use of tools - technology being one of them!

Neil Stewart and the team at SRD Group.

SRD Group Limited
CRM Consultants
Merging TEAMS, TECHNOLOGY AND CUSTOMERS