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.

CRM 8

CRM Execution CTO Metrics 8

Strategy Driven

DECEMBER 2, 2013

Every salesperson who has a CRM – SalesForce.com , Microsoft Dynamics, whatever it is – is required to put stuff into their computer on an everyday basis for every sales call they make and there’s one universal truth about it: they all can’t stand it. Do I need two different approaches? Gerhard, No. Ask your vendors.

Real Estate 50

Real Estate CRM Ryan Open-book 50

Harvard Business Review

JULY 3, 2015

Example: Carol owns a small business and needs a customer relationship management (CRM) platform. Example: Jim’s firm has used the same CRM software for ten years. Example: Ann just switched to a new CRM platform and has heard from the sales team that it saves time and increases conversion.

CRM 8

CRM Brand Business Model Intangible Assets 8

Harvard Business Review

DECEMBER 29, 2014

As an example, a recent job posting on the website of a global healthcare company seeks an individual for a sales operations leadership position who can do the following: Strategy: •Contribute to the 1- and 3-year business vision as a member of the executive leadership team. First, they face many decisions.

Offshoring 8

Offshoring Outsourcing Analysis Incentives 8

Strategy Driven

MARCH 11, 2013

Personal pride should give you the incentive to be at your best, respond at your best, and serve at your best at all times. Attitude , The Little Green Book of Getting Your Way , The Little Platinum Book of Cha-Ching , The Little Teal Book of Trust , The Little Book of Leadership , and Social BOOM! Your personal pride.

How To 50

How To Short-term Customer Loyalty Training 50

Harvard Business Review

DECEMBER 21, 2011

These salespeople earned lucrative commissions on sales to current customers and had little incentive to hunt for new customers. 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.

Company 13

Company Market Penetration Long-term Short-term 13

Harvard Business Review

DECEMBER 20, 2018

In 2017, CIO magazine reported that around one-third of all customer relationship management (CRM) projects fail. But in my work with clients, when I ask executives if the CRM system is helping their business to grow, the failure rate is closer to 90%. Broadcast this message loud and clear from the CEO and sales leadership.

CRM 9

CRM Project Succession CIO 9