Monday, April 28, 2008

Why change?

Why should a company at all go for CRM 2.0? Does traditional CRM not deliver the same or better results or have less cost associated with it?

This is an interesting question that companies will ask themselves when it comes to implementing next generation CRM systems and processes. Not only the customers must see a value in sharing knowledge and data, but also the business must have a compelling reason to change!

Some good arguments for an upgrade to CRM 2.0 are:
  • The fast changing economy in our days
  • A different business climate compared to the 90s
  • Shorter product life cycles
  • Customer has more and more choice - products become a commodity
  • Differentiate through unique customer experience rather than price or quality
  • Loyal customers are more and more important to ensure enduring revenues
  • CRM applications got more flexible and richer in functionality

1 comment:

  1. And there will soon be a whole new range of CRM challenges:

    - Coming to terms with the climate change challenges

    This may lead to CRP, Customer Relationship Partnering, as the whole supply chain, from suppliers, company and customers work together to redesign low-carbon alternatives.