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The future of CRM with hindsight - strategy, integration and adaptability
Thursday 14th March 2002, The Belfry, Wishaw, North
Warwickshire
the opportunity
For many, the essence of CRM is to put the customer at the centre of what
they do. CRM includes creating a full record of every touch point with
the customer, across all actions and correspondence and from all account
handling or call centre activities.
The aim is to achieve total control of the relationship rather than being a slave to events, with an infrastructure where all customer-related actions are tied to business objectives and profitability.
The great news is with only a few companies reaching this goal you still have time to learn, catch up and pass the early pioneers.
the reality
The location and quality of customer information is vital to any CRM
project and most companies today have different systems with elements
of customer information distributed haphazardly all over the organisation.
It's these multiple, isolated fragments of data that cause the real complexity
and constraints with conventional approaches to CRM.
Finding out how the market and technology issues are changing to enable you to avoid wasting your own CRM investment is very difficult. This event is specifically designed to help in that process.
the future
Customers never stand still and will continue to buy from the organisations
that offer the services they want in the fashion they choose - be it the
latest internet phone, PDA or interactive TV.
The future belongs to those who know how to integrate these new technologies and CRM applications with existing operations in a way that allows you to continue to improve your customer service, every time, more profitably.
Facing the Future Fax: 0870 1690681
Facing the Future Tel: 01923 287408
E-mail: facingthefuture@pmp.co.uk
Copyright © 2002 Prime Marketing Publications