July 2004 Newsletter-What next for CRM

 CUSTOMERCENTRICTIMES

eZines: June 2004 > July 2004 > September 2004

Wow, we are more than half-way through 2004! Time, like technology, slows down for no-one and for both we have to make the most of what they offer or risk being left behind.
 
In this issue of CustomerCentricTimes;

• What next for CRM?
• CRM is not just a tool
• Software, hardware and orgware
• Richard Branson’s Guiding Principles

SRD Group Soapbox

This month saw iStart publish an article by Trudy Barnett – What next for CRM?  SRD Group were asked to write a brief ‘opinion’ on the article and we could not agree with Trudy more - “people are the silver bullet” to successful CRM.

Although this is a New Zealand publication we are sure that our international subscribers will find these and the other articles, including the 2004 CRM Buyers Guide, of interest.

CRM Corner 

The Chalfont Project are organisational architects and we like what they have to say.  Their experience of, and approach to CRM is very much in tune with SRD Group.  In fact they are so good that this month we have selected two of their articles for your perusal:

CRM is not just a tool (or here) by Kevin Cookman. Earlier this month we shared this brief article with some subscribers/contacts and more than a few have said “it struck a chord” or “sounds familiar”! Have a read and if you have any comments on it. Please let us know .

Software, hardware and orgware (or here) - You can have the sexiest, most sophisticated IT in the world, but if your staff don’t want to use it, you have wasted your time. To link man and machine get ‘orgware’, says Dr Leandro Herrero.

Growing GREAT Customer Experiences Forum

We all know who he is and how successful he has been, take a look at Richard Branson’s Guiding Principles. They work and now help form the basis for many mission, vision and customer experience statements.

SRD Group Consulting Services

SRD Group primarily consults 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 .

The Last Word

"I tell you and you forget. I show you and you remember. I involve you and you understand."
 
- Eric Butterworth.

Neil Stewart and the team at SRD Group.

SRD Group Limited
CRM and Customer Experience Consultants
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