Harvard Business Review

JULY 15, 2015

McKinsey’s analysis shows that 30% of social media users prefer social care to phoning customer service. In our experience, the best companies are building up their social media capabilities to capture value by focusing on doing two things well: building a social media CRM to increase relevance and focusing on complete customer care.

CRM 8

CRM Company Airlines Guidelines 8

Harvard Business Review

AUGUST 15, 2014

Both cite a McKinsey survey which, ironically, found that “Organizations’ efforts to go digital. Another McKinsey survey , conducted in 2011, found then that the average company with more than 1,000 employees already had more data in its CRM system than in the entire Library of Congress. are picking up steam.”

Media 9

Media ROI McKinsey Survey 9

Harvard Business Review

MARCH 1, 2016

McKinsey & Co. Make sure that CRM data on prospects isn’t populated with companies that are outside of your target market. But remember, every hour spent developing an opportunity that’s outside your sweet spot is a non-strategic use of time, energy, and resources. It’s a balancing act.

Strategy 8

Strategy Execution How To CRM 8

Harvard Business Review

SEPTEMBER 26, 2014

Finally, we found that these super geos made it easier for companies to develop growth strategies. This network effect reflects the power of “word of mouth,” which McKinsey says is the primary factor for 20-50% of all purchase decisions. Per capita sales of a category can vary wildly across different parts of the country.

Marketing 8

Marketing Mass Marketing ROI CRM 8

Harvard Business Review

FEBRUARY 12, 2016

Thanks to the proliferation of smartphones, brand and online-shopping websites, social media, and vehicle connectivity, businesses have a unique opportunity to use technology to revolutionize the customer experience and to incorporate the voice of the customer into product development. But where and how do you start? Keep it simple.

Media 8

Media Automotive Globalization Active Listening 8

Ask Atma

JANUARY 2, 2011

They develop action plans. Move towards developing a long-term relationship with a single supplier. Customer relationship management (CRM) – a widely-implemented strategy for managing a company’s interactions with customers, clients and sales prospects. CRM has three principal objectives: Acquire new customers.

Management 40

Management CRM Objective Human Resources 40