Hi,
Welcome to the CRM Imperatives BLOG!!!
This BLOG seeks to create a forum to analyse the CUSTOMER RELATIONSHIP MANAGEMENT (CRM) conundrum.
Competition and the need to ACQUIRE and RETAIN the most important customers have led to an increase in the adoption of CRM initiatives by organizations. Technology has transformed this process and has led to an explosion in CRM SOLUTIONS. Customer-centric organizations are seeking efficiencies and cost reduction in the processes of acquiring and retaining customers. CRM Philosophies and Technologies have come to their aid.
CRM involves PEOPLE, PROCESSES and TECHNOLOGY in customer acquisition and retention issues. Most CRM initiatives fail from ignoring the human element in CRM. We will also look at the human angle and their roles in CRM SUCCESS.
This blog will also focus on new areas in CRM like CUSTOMER PORTFOLIO MANAGEMENT, CUSTOMER EXPERIENCE MANAGEMENT and CRM 2.0 integrating Social Media entities in CRM.
The blog will look at CRM in different industries. The CRM initiatives in the Financial Services Sector are different from those of the Communications Sector, Aviation & Transport, Oil and Gas, Utilities and Public Sector.
Oracle Siebel CRM Solutions will be our guide for this Blog. Oracle Siebel CRM solutions are world-class industry-specific CRM solutions. It takes into account the different needs and processes of different industries and have solutions tailored to specific industries. It offers end-to-end CRM functionalities in the areas of OPERATIONAL CRM (Sales Force, Marketing and Customer Service Automation) and Analytics.
You must have heard terms like Contact Management System, Leads, Partner Relationship Management, Loyalty Schemes, Computer Telephony Integration, Multi-Channel Contact Centers, Web self-service.They are all part of CRM. CRM is huge and the vista keeps expanding.
The blog will be simple and attempt to eschew use of technical terms. Real life and day-to-day experiences in relationships and encounters with organizations in Nigeria will provide the fulcrum for exploring CRM issues and solutions.
Your contributions and experiences as customers will be needed and analyzed within the context of CRM initiatives.
The expectation is to throw more light on CRM and why organizations need to adopt CRM Philosophies and solutions to serve us better.
Some Posers:
1. I spend N20,000 every month on my pre-paid line. How come my provider has not called nor sent me an email to migrate to post-paid? They do not even know about me.
2. 1 am 38 years, married with 2 kids. I have an account with a Bank and earn N5,000,000 per annum. The bank has a CRM solution, but has never contacted me to open an XYZ Account.
3. I have a line and always bombarded with messages about listening to quotes from particular religions. If they knew about me, they would not waste their time and irritate me. I am even considering dropping the line (CHURN)
4. My 10-year old niece was bombarded with messages to buy into some FUNDS and SHARES. She deleted all the messages.
4. I live in Mushin and always use the ATM Machines there and suddenly start using the ATM in Ikeja. Maybe my income has increased and have moved house. Is my bank aware?
5, A fire incidence in a neighbours flat and robbers in the other one. I had to call an 11-digit GSM number to reach the Fire Service and Police. Why not a 3-digit number like 311, 211, 911.
CRM solutions seek to resolve such issues and more. How do we know and segment our market and offer them what they need.
I will be writing this Blog with a partner. The partner is an Aviation CRM Specialist. My flight is cancelled. I can't navigate through an airline's website. My baggage is tampered with. These are CRM issues and will be handled by the partner with Aviation Domain Knowledge.
We deserve the best from our companies.
Welcome to the BLOG!!! Thanks!!
