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White Paper: Guidelines For A Successful CRM
Guidelines For A Successful CRM
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Guidelines For A Successful CRM
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Page 4
7. Future Direction – The Demand Chain
As mentioned earlier, the market is changing but ...... the customers have already changed. Demand chain refers to customer-facing information systems that provide direct input to the supply chain in order to optimize sales channel performance. Traditionally the activities here were defined by outbound logistics, marketing and sales and service activities. Today's customers are driving demand like never before looking for exacting customer service experiences. They are not interested in loyalty, loyalty programs, or heavy marketing. These customers are the demand chain, and they will drive the experience from creating demand, to defining marketing, sales and customer service expectations, to product and service specifics. They are not interested in waiting for you to get organized or to put together a plan, they want the service, product, information, now! If not, they know where else to go it is only a “Google” away.
If you have done your homework and prioritized the guidelines above, you will be well positioned to understand and address challenges in the new marketplace. You will be armed with the power of an online CRM Solution and will have the ability to anticipate customer changes and rise to the occasion. Furthermore you will be able to do some pro-active planning from the safe position of CRM Knowledge Based Organization.
8. On-Demand Recommendation
Undertake on-line solutions over stand-alone solutions for a number of reasons. Cost and Return on Investment (ROI) being among the top reasons. And this followed closely by the ability of online solutions to flex where and when an organization needs to in response to a changing marketplace populated by an educated and demanding customer.
Because the trend for the next generation is toward SOA and open source APIs, and Internet business solutions, online CRM is a proper and responsible option. CRM systems have the capacity to incorporate ERP functions, and this is truly exciting for the future of business.
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