CRM evolution

Hi. It seems as though everyone with a computer has decided to write software and come up with their own spin on a CRM (Customer Relationship Management)system. No doubt, a good CRM strategy is a vital component to success,especially in today's economy. So what makes one better than the other ? I am not sure ;) ok the bells and whistles of the software, analytics and data mining need to be carefully looked at to determine what you really need. You also need to look forward and see where you are taking this initiative and make sure the CRM strategy is in line with the needs.

What I DO know is that the more successful companies point to their CRM system as the key to continued growth and customer loyalty. These companies use their data to understand the customers needs,trends,disappointments etc. they then plan accordingly to meet those needs. This is critical info that keeps the pulse of the company customer base. Some companies get off track and greedy...they see the CRM system as merely a marketing resource to send emails,direct mailings, offers etc. to their customers. This can backfire and cause customers to be turned off. Some of this is definitely OK and in fact helps deliver the ROI but keep an eye on the balance between Customer care and selling stuff.

NEW group formed on LinkedIN ! all the rage...

I started a group for sales professionals in the outsourcing industry. "Outsourcing Sales" is the group name. This site will focus on trends, ideas and general thoughts on what is happening in the ever changing world of outsourcing. Many times it is us sales people that are closest to the pulse as we are meeting with clients and prospects. Join if you are interested

LinkedIN value

Does anyone have anything interesting to say on the LinkedIN groups ? I joined a bunch of groups thinking that there would be great thought leadership discussions with back and forth of genius ideas... so far, the same people keep posting white papers and pseudo articles that coincidentally endorse their product and services.

In today's instant information world, I have become very wary of anything I read... who wrote this ? where did it come from ? what's in it for them ? cynical I know but sad truth. My local newspaper The Globe even has the front of their automotive section look exactly the same as it always does with a big 3 page review of a car... only problem is that it is now always a ringing endorsement, I got suspicious and noticed a small "this is a paid advertisement" disclaimer. Cripes...selling themselves and their opinions to the highest bidder.

My dad always told me "you can not fool yourself" so keep in mind that customers see through it all. The damage done by me finding out that the paper sold themselves out is forever lasting. I will no longer trust anything I read there...

Keep the faith !