Strategy Driven

AUGUST 21, 2024

Whether it’s managing service requests, scheduling appointments, or tracking customer interactions, the right features in a customer service platform can significantly enhance your operations and boost customer satisfaction.

CRM 65

CRM Efficiency Customer Loyalty Trends 65

N2Growth Blog

MARCH 23, 2010

I was recently asked the following question: “What is the difference between CRM and CEM, or is there any difference between the two?&# In a previous post I addressed the practice of Customer Relationship Management (CRM) in fairly great detail. As most of you know I am a huge fan of well conceived CRM initiatives.

Blog 304

Blog CRM Management Brand 304

Harvard Business Review

MARCH 10, 2017

Yet much of the data from sources such as CRM reporting tools and time studies is self-reported, and thus inherently flawed. Months later, the company discovered that account managers were still spending only one-third of their time meeting with customers, despite self-reporting a higher share of time.

Software 11

Software Metrics CRM B2B 11

Harvard Business Review

DECEMBER 20, 2018

In 2017, CIO magazine reported that around one-third of all customer relationship management (CRM) projects fail. But in my work with clients, when I ask executives if the CRM system is helping their business to grow, the failure rate is closer to 90%. That was actually an average of a dozen analyst reports.

CRM 13

CRM Project Succession CIO 13

Harvard Business Review

DECEMBER 21, 2011

Finance puts the systems in place to track the money coming in. As sales took off, management continued to "share the wealth." Capturing account information using a CRM or other system: That way, people throughout the company, not just one salesperson, can learn the needs and history of each customer. Manufacturing produces it.

Company 14

Company Market Penetration Long-term Short-term 14