By Kristin Anderson; Carol Kerr
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Extra resources for Customer relationship management
Each step should flow easily from the step before. Answering these three questions is a good way to start: Feng Shui Translated as “the way of wind and water,” the ancient Chinese practice of analyzing the building, environment, people, and time in order to create maximum harmony, health, prosperity, and beauty. Feng Shui the customer experience by looking at ways to increase ease of access, flow of process, and the aesthetics of the setting. How can you make it easier for customers to get to you?
4 Choosing Your CRM Strategy M ission statements, visions, strategies . . all have gotten their share of bad press. Do they really do anything to help in the day-to-day business battle? Full of buzzwords and overly general, many are not actually worth the paper on which they’re printed. And it’s a shame. It’s not because writing them, disseminating them, and rallying around them at company meetings takes time that could be more productively spent elsewhere. It’s a shame because, to succeed, organizations actually need to have a clear mission or vision of where they want to be and a welldefined strategy statement to provide a map for getting there.
Customer relationship management by Kristin Anderson; Carol Kerr