Requires Free Membership to View
When you register, you'll begin receiving targeted emails from my team of award-winning editorial writers on the latest customer relationship management (CRM)and call center technology issues today. Our goal is to keep you informed on the hottest issues facing this fast-changing industry.
Hannah Smalltree, Editorial Director
The question of which tool to choose is one that I can't answer for you,
but here are a few things to consider as you move ahead:
The decision to purchase a "CRM" tool is a question that you should answer only after you have answered several others.
The first few questions that you and your business partner should ask, and answer, are - What am I trying to achieve as a business? How can building strong relationships with customers help me succeed? What actions do I need to do on a routine basis in order to build such customer relationships? Which of these actions can be done better, faster, or cheaper with the help of technology? What functions do I need the tool to provide to accomplish this?
After considering these questions and agreeing to the answers, you and your partner will be ready to think about possible technology purchases. Here you will want to evaluate various tools against the list of functions you have defined above, consider how these tools will fit into any existing technology or planned future investments, and assess the cost/benefit of each option.
I believe that the choice that is right for you will be a lot clearer after you've considered these questions! Good luck!
This was first published in March 2003
Join the conversationComment
Share
Comments
Results
Contribute to the conversation