CRM Methods
Posted 25-Apr-2005 05:26 AM
Dear Graham,
I work for a Market Research Company. This business is very new in my country. I would like to now about CRM techniques in Theory. We are using some methods to help companies have relation with their customers. But I am wondering if we are far from the new standards of the world. Could you please guide me?
With regards,
Maryam
Reply With QuoteEdit or Delete MessageReport This Post
Graham Hill
Guru
Member
Posted 27-Apr-2005 01:22 AM
Maryam
CRM as a business discipline and its associated techniques have now been around for some time. Long enough for a few very good books to have been written about it and lots of awful ones!
If you are looking for a good understanding of CRM techniques in theory & practice, then I recommend reading a few of the very best CRM books and looking at as much as you can online at portals like CRMGuru.
For a good overview of CRM Theory in practice, try these two books:
Service Management and Marketing: A Customer Relationship Management Approach
Christian Gronroos
John Wiley and Sons Ltd, 2000
Customer Relationship Management
Francis Buttle
Butterworth Heinemann, 2003
For a good overview of CRM in practice, try these two books:
- The CRM Handbook: A Business Guide to Customer Relationship Management
Jill Dyche (former CRMGuru)
Addison Wesley, 2001 - CRM at the Speed of Light: Essential Customer Strategies for the 21st Century
Paul Greenberg (current CRMGuru)
Osborne McGraw-Hill, 2004
Hope that helps. Let me know if you have a more specific Marketing Research & CRM problem that I can help you with.
Graham Hill
Independent CRM Consultant
Helmar
Member
Posted 06-May-2005 12:47 AM
One book I can highly recommend is John Fraser-Robinson's "Total Quality Marketing". Released in 1991, before anyone's ever heard of the term CRM, it is still a compulsory read for anyone starting in CRM.
From the back cover:
Among the important issues, facts and solutions to be found in TQM are:
- The ten key factors for marketing in the future
- How to develop the ultimate levels of Customer loyalty
- How to change reward and motivation systems to reflect Quality marketing performance
- How to structure your business to get closer to your Customers
- How Quality can enter the practices of advertising, selling and marketing and bring greater strength, lasting Customer relationships, more profitable and cost effective achievements.
ISBN: 0749403896
Published by Kogan Page
—
Helmar Rudolph helps companies succeed with their CRM-related business transformation process by utilising his unique "Diamond CRM" framework.
http://www.helmar.org
- 6331 reads
MarketPlace
Boost Customer Satisfaction & Loyalty at SCORE 2013
[May 29-31, Boston] Customer experience management (CEM) strategy meets customer operations at SCORE Conference 2013. Topics include driving customer satisfaction and loyalty, employee engagement, customer retention, call center technology and big data analytics. CustomerThink members save $700 off the regular registration fee.
Digital vs. Human Banking Experiences: Can This Be a Happy Marriage?
[June 6] It's time for banking leaders to rethink how to nurture and grow customer relationships in an increasingly digital world. Get the results of a new study that revealed the CX practices of top performing banks. Learn how digital Innovations can enable more personal service.
[June 10-13, Chicago] If you are responsible for the results of your company’s website, social media, ecommerce, web intelligence, data strategy, audience research and/or measurement, then mark your calendar. Customerthink members save 15% off full conference passes with code CTKTO15.
[June 10-13, Chicago] PAW's program will feature over 40 sessions with case studies so you can witness how predictive analytics is applied at leading enterprises. Customerthink members save 15% off full conference passes with code CTKTO15.
Confirmit’s Community Conference ’13 – London and Las Vegas
[June 19-21, London; June 26-28, Las Vegas] Attending CCC ‘13 gives you an unrivaled opportunity to understand and address rapid industry changes and discover new techniques that can drive your business forward. Create a tailored agenda that explains how to overcome the challenges your business faces. Take advantage of excellent networking opportunities and face-to-face discussions with thought leaders.
Global Customer Experience Management (CEM) Certification Program
[Sept 19-20, Amsterdam; Sept 24-25, Sao Paulo; Nov 12-13, San Francisco] An internationally recognized program with proven track record of success - being run for 40 times in 17 cities with attendees from 58 countries, the program is developed based on the U.S. patent-pending Branded CEM Method which aims to drive customer loyalty and brand differentiation with quantifiable business results. Limited offer: USD300 early bird discount.
Customer Experience Certification
[Sept 24-26, London] If you’re developing a customer experience program or want to review your current approach, join other customer experience leaders for this intensive 2.5-day certification. Presented by Medallia, the global leader in customer experience management. Enter code ‘Cthink’ to save$300/£200.
Voice of Customer 2.0: Creating Change Your Customers and Employees Can Believe In
[Recorded April 25] Despite good intentions, in the majority of companies Voice of Customer programs contribute little to business success. Join us to learn the secrets to capitalize on Customer Experience feedback, so you can drive organization actions that will unlock profitable growth.
Get your event or resource listed in the MarketPlace, reaching 200,000 business leaders monthly.
For more information, contact
CustomerThink advertising sales.
Follow CustomerThink
The Future of Work - Please Give Your Input
CustomerThink is collaborating with Chess Media Group in a study about "The Future of Work" including the use of social/collaborative tools. Please take a few minutes to share your input. As thanks for your time, you'll receive a complimentary copy of the report.
Featured Resources
Join the conversation!