Bus.

Leading Indicator Measurements A leading indicating measurement is a predictor of future financial performance. Many companies look to CRM systems to provide the right leading indicator outputs so that the business can adapt to changing conditions sooner. While most of the measurement frameworks discussed can be leading indicator measurement frameworks, the two main paradigms here …

CRM systems : Leading Indicator Measurements frameworks Read More »

CRM Measurement Frameworks Customer-Facing Operations Most, if not all or traditional CRM and customer transaction software, collect all kinds of basic data regarding customer facing activities. These operational CRM systems automate customer facing activities and in doing so, collect information on employee and customer behavior. For most companies deploying CRM technology, these are the only …

CRM : Customer equity building & Customer-facing operations Read More »

The reasons companies measure customers is obvious. In order to manage effectively, one must measure. Businesses have long since measured financial performance with traditional financial measurement tools: profit and loss statements, balance sheets and cash flow statements. These measurement frameworks suffer from limitations; they measure past activities and are “lag versus “leading indicators (Kaplan & …

The Purpose for CRM Measurement, CRM complexity Read More »

Abstract Comprised of several distinct disciplines and cutting across just about all business units within most companies, customer relationship management (CRM) measurement is complex. Companies use CRM measurements for different purposes; digital channels provide for new measurement and product/service distribution options; businesses are fractured internally with inconsistent communication and often incompatible systems. Despite this complexity, …

CRM Measurement Frameworks, Target Audience & Technology-Driven Change Read More »

Summary Less than 10 percent of enterprises have a single, integrated view of their customers, which is the critical milestone for achieving customer loyalty. Analysis “If your customer satisfaction is decreasing, you’re in a death spiral. Customer satisfaction equals customer loyalty.” — Douglas Allred Senior Vice President, Customer Advocacy Cisco Systems How are you treating …

CRM at Work: Eight Characteristics of CRM Winners Read More »

Metrics The increased attention paid to CRM means that the traditional metrics used by managers to measure the success of their products and services in the marketplace have to be updated. Financial and market-based indicators such as profitability, market share, and profit margins have been and will continue to be important. However, in a CRM …

Metrics of Customer Relationship Management Read More »

Relationship Programs While customer contaa through direct e-mail offerings is a useful component of CRM, it is more of a technique for implementing CRM than a program itself. Relationships are not built and sustained with direct e-mails themselves but rather through the types of programs that are available for which e-mail may be a delivery …

Customer Relationship Management Programs Read More »

Analyzing the Data Traditionally, customer databases have been analyzed with the intent to define customer segments. A variety of muUivariate statistical methods such as cluster and discriminant analysis have been used to group together customers with similar behavioral paiterns and descriptive data which are then used to develop different product offerings or direct marketing campaigns.** …

Analyzing the Customer Database, Customer Relationship Management Read More »