Strategic Benefits of CRM Initiatives for Senior Management

CRM can work as a differentiating strategy. For example CRM delivers an ROI in over 70% of projects – from this study of over 1000 CRM implementations from 2001 to 2004. (Bob Thompson, founder of CRM Guru.com the world’s largest CRM industry portal. )

“Successful CRM is about competing in the relationship dimension – not as an alternative to having a competitive product or a 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.”

What enhances customer loyalty?

Very surprisingly, the Customer View of Value is described by loyal customers as follows:

• Easy to do business with
• Responsive and proactive
• A service and a value just for me
• Consistent performance over time
• They ask me questions
• Great expertise

Only 20% of the time do they talk about the functionality of the product or service or about the price.

CRM is a strategic initiative.

Strategic Benefits

If you are interested in finding out more about Advantage CRM Software and the benefits thereof, contact us or call us on +27 11 462 6871 and we will gladly be of further assistance.