1/17/2018 Harvard Business Review On Customer Relationship Management Ebook: full version free software downloadRead NowAs companies and organizations grow and enterprises thrive, it becomes unbelievably difficult for their salespeople, marketing teams, and customer service representatives to know, track, and understand all of their customers. Yet, customers are demanding higher levels of personalization and individualized attention now, more than ever before. That’s why companies do not have a chance at competing if they don’t have detailed knowledge of their customers and their needs. Customer relationships and customer management clearly are critical for business success today. As customers reach out to businesses across all channels, businesses need to have a way to respond and meet their customers’ expectations. Companies also need to take a customer-centric approach so that their customers feel a connection to the company that fosters a long-lasting relationship and develops into customer loyalty. We used URL parameters and an Unbounce feature called Dynamic Text Replacement to build dynamic URLs that pulled personalization tokens from our customer relationship management (CRM) platform into our emails and all the way through to the campaign landing page. Our dynamic URLs looked. If your company is struggling with finding ways to develop customer relationships and manage customers, our top 50 customer management/customer relationship online resources are here to help. We have found resources from sales and marketing experts, customer experience thought leaders, and other industry leaders; the resources range from articles and journals, to tutorials, to eBooks and infographics to help you put customers first. We also include resources specifically focusing on customer relationship management (CRM) among our top 50 resources, since CRM systems and solutions play a critical role in business today. Please note, we have listed our top 50 customer management/customer relationship online resources here, in no particular order. Jump to: • • • • • • Articles, Journals, and Online Magazines 1. AIIM International provides market research, expert advice, and skills development to empower leaders who are committed to information-driven innovation. This AIIM Community guest post by Terence Orpilla, software product analyst at AvePoint, Inc., is part of the “Collaborate with Confidence” series and shares five ways a CRM system can increase business productivity. Three key points we like from Increase Your Organization’s Productivity Through Customer Relationship Management: • CRM allows sales managers to review accounts and keep a history of all customer records • CRM with social features allows for increased collaboration and gives sales managers an easier way to review the day’s progress without running custom reports • CRM allows for automation of day-to-day tasks and increases sales productivity and efficiency Cost: FREE 2. Marketing Donut gives businesses reliable and up-to-date information. This Marketing Donut customer relationship article emphasizes the importance of customer loyalty and offers tips on how to foster customer retention. Three key ideas we like from Keeping Customers – The Importance of Loyalty: • The cost of keeping an existing company is approximately 10% of the cost of acquiring a new one • Successful customer retention strategies lead to increased customer profitability, because the longer the relationship, the lower the account maintenance cost • Companies that have outstanding success in customer retention deliver great customer service by making promises they can keep and meeting customer demands Cost: FREE 3. The Udemy Blog focuses on delivering quality content from Udemy.com daily. This customer relationship management post shares ten relationship management skills that improve customer retention rates, including awareness of customer needs, direct marketing skills, the ability to connect with strangers, and sales funnel knowledge, among others. Three key points we like from 10 Relationship Management Skills That Enhance Your Business: • You can learn more about your target market by surveying existing customers to learn about what they value • An important relationship management skill is getting along with strangers, to enhance conversion and persuasion from cold calls to prospect meets at trade shows and events • An essential relationship management skill is the billy to form relationship strategies Cost: FREE 4. CampaignerCRM is a suite of powerful sales tools for better sales management. In this customer relationship management article, Rick Faulk, Influitive board member and Intronis Chairman and CEO, offers the seven best practices to maximize CRM adoption and usage. Three key ideas we like from Top 10 Excuses Why CRM’s Are Not Used and What You Can Do About It!: • Demonstrate how the CRM is a productivity tool that will lead to selling more goods and services and earning larger commissions • Use the CRM to manage your organization, including running meetings and reviews from the CRM and sharing dashboards with sales leaders to show them how you leverage and use the system • Integrate your sales tools and ensure that the CRM is populated with the current document versions and collateral from the get-go Cost: FREE 5. Fast Company seeks to “inspire readers to think beyond traditional boundaries and create the future of business.” This customer relationship article focuses on building lasting relationships to promote customer loyalty, rather than bribing customers.
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