May 2003 Newsletter

eZines: March 2003 > May 2003 > August 2003

Introduction

The aim of this communication is to bring you informative articles, tips and news on how to successfully merge teams and technology, how to maximise your Customer Relationship Management (CRM) strategies and systems, and how to make the most of customer feedback programmes. 

Articles this month:

The Breakthrough Phase of the Transformational Change Cycle and CRM

In March we outlined what we believe needs to happen during the Uncertainty Phase of the ‘Transformational Change Cycle’. This month we discuss the third of the four phases - the CRM Breakthrough Phase.

The other phases can be accessed from the menu or our introduction article - CRM Transformational Change Cycle.

Driving Customer Satisfaction through CRM

This is a true story of the evolvement of CRM at ORIX Australia - Fleet and Financial Services as told by Dennis Foale, the National Customer Services Manager at the recent Customer Contact World Conference in Auckland.

It has not been a bed of roses, it has been a hard journey that is now showing some real benefit to both ORIX and their customers. It is testimony to ORIX's commitment to 'Keeping and Finding Customers'. ORIX is a Financial Institution with a diverse product range, Leasing, Fleet Management, Debt Collection, Cash Flow Finance (Factoring), Real Estate and Construction Finance and Truck and Trailer Rental. Customer Relationship Management is very important to the success of their business! Click to view the Orix Powerpoint presentation and speakers notes.

Customer Relationship Management Health Check Survey

We will be running a Customer Relationship Management Health Check Survey with all of our eZine recipients and possibly those of other associations, such as the DMA, EMA and NZIM. The purpose of this survey is to establish a reference point for organisations on a variety of FACTORS that are considered very important for Customer Relationship Management success.The value for you is that you will be able to compare your results with the responses of other companies who have implemented CRM systems. You can use the published review as a guide to focus on particular areas for improvement so that you can increase the results of your CRM journey. Respondents may wish to have their companies results benchmarked in a customised document and SRD Group will do this for a nominal fee of $300.00.

All respondents will go into a draw for 2 fine bottles of New Zealand wine and will be notified of the winner by email.

Customer Satisfaction Survey

We will also be running a Customer Satisfaction Survey to all of our clients so that we can get feedback on how (or indeed if) we are adding value to their CRM journey and how well we are providing our consulting services. The survey will also hopefully provide suggestions for how we can further add value or help the organisation on this journey. We will publish a summarised review of the results of this survey in next months eZine

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

Tips/Thoughts

Being Customer Centric without being 'Opportunity Centric' will not pay dividends !

That's all for this month!

Regards,

The Team at SRD Group