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.