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.

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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

MARCH 31, 2015

Technology to do this exists, and it has implications for what managers can do before, during, and after the events they sponsor or attend. Goals can range from lead generation or gaining access to decision makers to actually selling products or services — measured against the expense and opportunity cost of that event.

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CRM ROI Budgeting Public Relations 8

Harvard Business Review

JANUARY 9, 2014

The goal was to help sales reps exchange information about complex accounts. Because sales reps are more directly networked with their colleagues through technology, they more easily aggregate skills, knowledge, and experience to uncover new opportunities and to debate tactics for generating business.

Team 10

Team Metrics Compliance Attrition 10

Harvard Business Review

FEBRUARY 12, 2016

People were asked about GM products, upholstery textures, colors, vehicle designs, and technology, and their feedback was incorporated into GM vehicles. How technology is changing the way we work. Weaver’s staff sent three million mailings a year to GM and non-GM customers, achieving a remarkable 25% response rate.

Media 8

Media Automotive Globalization Active Listening 8

Harvard Business Review

DECEMBER 21, 2011

Inability to adapt : As the product line at a technology company broadened to meet the needs of customers seeking comprehensive business solutions, sales leaders planned to expand the company's sales force by adding specialists who could bring technical product expertise to customers. All are sources of customer value.

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Company Market Penetration Long-term Short-term 14

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.

Productivity 8

Productivity Products Core Competence Management 8