DSC Tech Library
Customer Relationship Management
This section of our technical library presents information and documentation relating to CRM Solutions and customer relationship management software and products.
Providing timely customer service information is vital to maintaining a successful business. Accurate information provided in an organized and thoughtful manner is key to business success.
TELEMATION, our CRM and contact center software, was originally built on this foundation. The ability to modify Customer Relationship Management software is important in this ever changing business environment.
Telemation Customer Relationship Management solution and contact center software is ideally suited for call centers throughout the world.
CRM Best Practices: Goal Setting, Project Planning
The following is an extract from the article "CRM Best Practices: Goal Setting, Project Planning" by Joe Outlaw from CRM Daily:
"To be successful with CRM projects, you need the kind of careful planning and solid management that would apply to any business project. Okay, it's not quite that straight-forward.
CRM projects have earned their reputation for being risky and difficult to bring in on time and on budget. And there is no substitute for experience when planning these tricky implementations.
Planning – Get Help If You Need It
There are enough unique elements of CRM projects to warrant staffing your planning and management teams with experienced people. If there are none in-house, do not hesitate to bring them in -- at least long enough to jump-start your CRM program and to transfer knowledge.
If you are contemplating bringing in outside specialists, it is advisable to shop your project around to different firms. The object is to provide enough information about your requirements so that the consultants can come back with a bid reflecting their methodology, timing and assumptions.
This accomplishes several important purposes. First, you will get a variety of bids to consider. Second, you will, no doubt, be presented with alternative approaches to your project, as it is unlikely that all the firms will recommend the same course of action.
Third, your company's vision will be subjected to questioning as the consultants formulate their ideas and bids. This is a good thing; it will clarify objectives and highlight areas of weakness that require more scrutiny. And fourth, you will have a chance to evaluate the consultants' expertise and experience with your industry, as well as with projects similar to your own.
You can take two basic approaches with regard to consultants: One is to hire them both to plan and manage your project over the long haul. The other is to involve them only in the initial planning stages......"
To view the entire article, visit www.crmdaily.com.