That’s about it for this chapter, dudes and dudesses. But there’s one important final piece. It’s what Peter Churchill tells you to take away from this chapter.
Mini-Conversation with Peter Churchill
Peter Churchill is president of Bridge Farm Consulting. He was formerly associate director of CRM and outreach technology at the Center for American Progress. He originally hails from the U.K., and he spent ten years working in Europe and the U.S. designing and implementing CRM solutions for the corporate sector. However, after gaining a master’s degree in political management from GW’s Graduate School of Political Management, Peter now focuses on implementing CRM solutions in the not-for-profit and political sectors in Washington, D.C. And he does it oh so bloody well.
Succeeding with CRM—For Real
The reasons for CRM projects failing are widely documented, from a lack of executive sponsorship to failing to address poor quality data. But the reasons why a project is successful often remain less easy to identify. But for me, beyond all the KPIs, “success factors, ”and revenue increases, a successful CRM implementation means the system is actually being used as intended. That may sound obvious, but it is all too easily forgotten. So these are my three suggestions for ensuring that having built the system, the users really will come and use it.
While implementation project management is not exactly my mad skill, I think that there’s enough information here for you to take something useful back to your company. I actually feel like something’s been accomplished.
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Customer Relationship Management Tutorial
Omg! Your Customer Really Is Your Bff!
Crm,cmr,vrm Or . . . Who Cares?
The Customer Owns The Experience
Enterprise 2.0:not Exactly What You Think
A Company Like Me:new Business
Do You Have The Ring? Tools For Customer Engagement
Love Your Customers Publicly: Blogs And Podcasts
Wikis Are A Weird Name For Collaboration, N’est Çe Pas?
Social Networks, User Communities: Who Loves Ya, Baby?
Movin’ And Groovin’: The Use Of Mobile Devices
The Collaborative Value Chain
Sales And Marketing: The Customer Is The Right Subject
Customer Service Is Our Name—and Our Game
The Difference:crm,the Public Sector,and Politics
Soa For Poets
At Home Or In The Clouds-and In Open Spaces Between
Big Picture,big Strategies
Mapping The Customer Experience
Process And Data Go Together Like…crm Operations
Value Given,value Received
When You Buy The Application,you Buy The Vendor,though You Don't Implement Him
Waving To The Future
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