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Jim Fogarty
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Customer relationship management (CRM) is a widely implemented strategy for service management and relationship building between a business and it’s staff, clients, contacts, and sales prospects. The strategy is used to organize and align business activities between marketing, customer service and sales. The primary goal of the strategy is to meet the needs of the business and the needs of the clients, contacts and sales prospects within the strategy. It has to work in both directions for it to work or last. The activities of CRM includes finding, attracting, and winning new clients, nurturing and retaining the clients the company already has, enticing former clients to return, and reducing the costs of marketing and client service. When an implementation of CRM is effective, people, processes, and technologies work together to increase profitability, reduce operational costs, and build the business. AND it all happens because the service and quality needs of the clients, contacts, and sales prospects are being satisfied. Picture an effective CRM business strategy as significant and well-oiled gears that drive the business organization, staff, clients, contacts, and sales prospects while meeting the mutual needs of all.
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Mar 13, 2010