CUSTOMERCENTRICTIMES
eZines: October 2004 > November 2004 > December 2004
In this issue of CustomerCentricTimes:
- In this issue of CustomerCentricTimes;
- Want more out of your CRM in 2005?
- Successful CRM: Turning Customer Loyalty into Profitability
- SRD Group’s Strategic Alliance with CRMS Consulting
- A new tool for our Customer Experience Survey Programs
SRD Group Soup Box
If you are thinking about investing more resource, budget and effort into Customer Relationship Management (CRM) in 2005 remember …
‘Customer Relationship Management (CRM) isn’t just about technology
any more than hospitality is just about
throwing a welcome mat on your front porch!!’
Our clients will testify that we combine strategic thinking, theoretical expertise with practical experience and proven methodologies to help them bring about the change required to maximise the value of their CRM strategies, processes and systems. SRD Group is the leader at merging teams, technology and customers!
No matter where you are at in your CRM lifecycle SRD Group can help organisations, small or large, with:
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Becoming Customer-Centric or introducing CRM Strategies
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Critically important Change Management for CRM implementation/enhancements
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Improving Sales and Marketing efficiency and effectiveness
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Enhancing their CRM Return on Investment
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CRM Technology Reviews
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Growing GREAT Customer Experiences
If you are considering a CRM initiative in 2005 please contact me at
to see how we could help ensure that you get the best possible result.
CRM Corner
Successful CRM: Turning Customer Loyalty into Profitability
A must read paper from Bob Thompson, CEO, CustomerThink Corporation Founder, CRMGuru.com. Successful CRM: Turning Customer Loyalty into Profitability This paper both endorses our view and combines both CRM and the Customer Experience into what it should be – a holistic approach.
Customer relationship management (CRM) gained recognition in the mid-1990s, primarily driven by its perception as information technology (IT). However, not enough attention has been given to the fundamental drivers of CRM success: strategy, metrics and the organisation.
Successful CRM is about competing in the relationship dimension—not as an alternative to having a competitive product or reasonable price—but as a differentiator. If your competitors are doing the same thing you are (as they generally are), product and price won’t give you a long term, sustainable competitive advantage. But if you can get an edge based on how customers feel about your company, it’s a much stickier—sustainable—relationship over the long haul.
SRD Group’s Strategic Alliance with CRMS Consulting (now Cegedim Dendrite)
CRMS Consulting is a sales and marketing effectiveness consultancy supporting pharmaceutical companies worldwide.
Only started in 1999 they have had fantastic growth over the last 5 years because they enable their clients to capitalize on identified opportunities through their knowledge transfer, tools and processes. This allows companies to develop more meaningful relationships with their customers, and results in measurable improvements in revenue and profitability.
SRD Group’s pharmaceutical experience and complementary skill set make this a powerful combination to ensure success of CRM/ETMS and sales and marketing effectiveness programs in the pharmaceutical industry.
Growing GREAT Customer Experiences Forum
In order to help our clients measure their customer experiences better, SRD Group implemented new survey technology in November. This new technology enables us to do more than our previous tool in that we can now do conditional branching and insert graphics into the questions if required.
Do you really know what your customer’s experience of you has been in 2004?
Have you got a formal, ongoing feedback program to help you grow your
business in 2005 and beyond?
SRD Group's Customer Experience Survey Programs deliver critical measurement, feedback and recommendations so that companies can drive actions that most positively impact their customers. Management can base decisions on what customers want and need, thereby increasing satisfaction, customer retention, driving revenue and ultimately growing their profitable customer base.
If you would like to know more about how we can put in place a Customer Experience Survey Program that will have a real impact on your business, please contact me at neil.s@srd-grp.com.
SRD Group Consulting Services
SRD Group primarily consults on CRM, Sales and Marketing Effectiveness Programs, Growing GREAT Customer Experiences and Customer Satisfaction/Experience Survey Programs. We also provide facilitation services for organisations looking to utilise their own resources to solve business issues. If you are interested in finding out more about SRD Group please drop me an email at neil.s@srd-grp.com.
The Last Word
"Listening is a magnetic and strange thing, a creative force. The friends who listen to us are the ones we move toward. When we are listened to, it creates us, makes us unfold and expand."
- Karl Menninger.
Neil Stewart and the team at SRD Group.
SRD Group Limited
CRM Consultants
Merging TEAMS, TECHNOLOGY AND CUSTOMERS
