"The Customer is Always Right!" - Early CRM

It’s an old expression embraced by American business in the early twentieth century; the catch phrase coined by Marshall Field's department store in Chicago. Customer focus must have worked back then, because that store went on to become Macy's. But the customer always being right is not uniquely American. The slogan first became popular in Europe around 1908 when César Ritz, the celebrated French hotelier, is credited with the saying “Le client n'a jamais tort” \" “The customer is never wrong.”


Today, more than ever, business transactions are being driven by the consumer, and customer relationship management (CRM) solutions have become a key part of every successful enterprise. César Ritz would have understood because the hotel industry is a wildly competitive market that has to maintain a deep knowledge of their customers’ needs, purchasing behavior, and preferences. It is service that delivers the value to guests and grows customer retention and loyalty. Value to the customers never goes out of style.


Dynamics’ Focus on CRM

CRM is a certainly a robust, vibrant and strategic business priority at Microsoft, one of the world’s leading solutions providers. Jujhar Singh, GM of Microsoft Dynamics CRM, announced recently in an interview on crm.com, “Dynamics now has 3 million users across 39,000 customer sites in 80 countries. The CRM business has recorded double-digit growth through the past eight and a half years.”


Singh also revealed that Dynamics CRM is enhancing the power of their solution by harnessing the information from their customer’s “…social fabric with advances in viral marketing, federated support knowledge bases, social prospecting and shopping, brand monitoring, collaborative service issue resolution, and greater sales effectiveness.” Look for additional cloud-based solutions as Microsoft puts more emphasis online as a key part of their strategy. This might be driven by that fact that 60% of their new customers since 2011 have chosen the online model.

SugarCRM Sweetens the Family Business

Harper Inc. was recently featured on CRM magazine as one of the success stories made possible by effective customer relationship management. Harper is a family-run commercial paint company, on a large scale, with more than 20,000 customers globally, but until last year their order processing was done manually, and that was slowing down the process and the profits. They were a business in need of some serious automation. According to Joe Harper, COO, they chose the open-source, Web-based SugarCRM Professional On-Demand solution, because of the ability to customize the solution for their specific processes.


When it was first deployed, SugarCRM’s automation made it possible for Harper to increase average monthly orders by one third. Today, with the solution in place, Harper has enjoyed end-of-month reporting time drop from two weeks to 90 minutes, and automated processes across the company have driven a $2.5 million year-over-year sales increase from 2011 to 2012.

The customer must be right.


By Lesley McCreath - http://www.insidecrm.com /"" rel="nofollow" target="_blank">http://www.insidecrm.com /" style="font-size: 12px; line-height: 18px;">http://www.insidecrm.com


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