N2Growth Blog

MARCH 23, 2010

I was recently asked the following question: “What is the difference between CRM and CEM, or is there any difference between the two?&# In a previous post I addressed the practice of Customer Relationship Management (CRM) in fairly great detail. As most of you know I am a huge fan of well conceived CRM initiatives.

Blog 273

Blog CRM Management Brand 273

Harvard Business Review

AUGUST 24, 2016

Whether you’re a corporation, a nonprofit or a government agency, chances are that your approach to customer relationships at a system-wide level begins and ends with CRM (customer relationship management) software — yet its implementation rarely does much to foster real relationships. It’s a result of misguided strategy.

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CRM Execution CTO Metrics 8

Harvard Business Review

DECEMBER 21, 2011

Capturing account information using a CRM or other system: That way, people throughout the company, not just one salesperson, can learn the needs and history of each customer. All are sources of customer value. The sales and fulfillment process itself becomes something the customer relies upon.

Company 14

Company Market Penetration Long-term Short-term 14

Harvard Business Review

FEBRUARY 12, 2016

In 2013, we created a global Social Media Center of Expertise (CoE), staffed by about 600 people in five regions from the marketing, communications, and customer care teams, with the goal of enhancing the company’s market-based decision making (part of CEO Mary Barra’s mantra of earning customers for life ). Insight Center.

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Media Automotive Globalization Active Listening 8

Harvard Business Review

DECEMBER 13, 2017

Defining and tracking success metrics. Relationship management is also vital in successful negotiation, resolving conflicts and working with others toward a shared goal which is especially challenging when a PM is tasked with balancing the needs of customers, resource-constrained engineering teams, and the company’s revenue goals.

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Productivity Products Core Competence Management 8

Harvard Business Review

AUGUST 5, 2015

It’s an inside-out process and CRM systems are there to provide data about progression (or not) through that company’s funnel steps — the famous “pipeline” metrics that dominate so much talk about sales. But Gartner research (see here and here ) indicates a very different contemporary buying reality.

B2B 8

B2B AIDA AIDAS Disintermediation 8