March 2004 Newsletter

 CUSTOMERCENTRICTIMES

eZines: January 2004 > March 2004 > April 2004

This month; An overview of why SRD Group is being encouraged by clients to take a more primary role on CRM Journeys.

Also, tackling CRM is a huge challenge for companies across all industries. This article,  'Getting to know them' by Meredith Levinson, describes how four organisations are able to gather and mine customer data for real value.

On Growing GREAT Customer Experiences this month we feature an article by Dr. Tony Alessandra titled 'Moments of Magic'. It is well worth reading and distributing to customer facing staff. He says, "...there are other kinds of interactions between employees and customers. 'Moments of Misery' describe interactions that have negative outcomes. A 'Moment of Magic' is an interaction that exceeds the expectations of your customer and leaves him/her with a positive impression".

Our review of CRM talk radio this month did not uncover anything that we believed was worthwhile, we will revisit it next month.

SRD Group encouraged to take a more primary role in CRM Journeys

Historically, many of SRD Group's clients have been those that had already implemented some form of CRM technology but for mostly, non-technological reasons, had not been able to get the returns they were expecting.  Once they engaged SRD Group though they managed to turn this around and are now enjoying a much greater return on their investment.

These clients, based on their experience with us, believe that the sooner we are involved in an organisations' CRM Journey the better that journey will be.  Although we have been doing this by helping with CRM strategy development and planning, we have tended to follow the engagement of an IT CRM vendor into a client.  This is often as a result of the IT Vendor recommending our services (and we do value and will continue to value these vendor relationships) however, the technology has largely come first.

Our clients have said, "why don't you promote yourselves as the organisation not only to get CRM Journeys back on track, but to engage before technology is even considered.  This way you can help organisations from CRM strategy development and technology reviews to where the 'rubber meets the road', ... getting the organisation to adopt and maximise its usage!"

So now we are, and you can read more about this by visiting our CRM Vendors and Technology section where you can also see (generically) how SRD Group, IT Vendor and Client interaction works, although, as our clients will testify; "it is never to late to get us involved in getting more out of your CRM Journey".

CRM Success Stories 

"It's ultimately up to the customer-facing employee to make the difference in each and every interaction—with the help of a well-thought-out business strategy bolstered by the appropriate technology." 

Getting to Know Them - By Meredith Levinson.

Growing GREAT Customer Experiences

"Modern technology has caused most products to become commodities; hence, there is often little difference between Brand A and Brand B. Service is, therefore, the best strategy for competing in the marketplace. Being on par in terms of price and quality only gets you into the game. Service wins the game." From SRD Group's perspective 'service' could be substituted with 'GREAT Customer Experiences' ... it is this form of experience that wins you the game!

Moments of Magic - By Dr. Tony Alessandra.

Tailored Workshop Programs

SRD Group develop and run customised workshops around the topics of CRM and Growing GREAT Customer Experiences. If you are interested in finding out more please drop me an email at .

The Last Word

Why are we climbing the CRM mountain?  Because if we do not manage customers the way they want, or expect to be managed, they will go be managed somewhere else!

 

Neil Stewart and the team at SRD Group.

SRD Group Limited
CRM Consultants
Merging TEAMS, TECHNOLOGY AND CUSTOMERS