Monday, October 16, 2006

MSCRM v3 Article coming soon...

Ask several different people what Customer Relationship Management (hereafter referred to as “CRM”) software is, and you’ll likely get answers as varied as the physical characteristics of the people you ask. However out of such a poll, someone will probably give an answer such as “Sales Force Automation” or “a way to increases sales” or “a software tool to organize accounts and contacts”. While these views are not necessarily incorrect, let me illustrate what CRM truly is with an example.

I’ve just landed at La Guardia Airport in NY, and in the taxi on my way in, my favorite hotel, which recently put in a system to track flight arrivals of its preferred customers, sends me an email on my Windows Mobile device “Mr. Straumann, we see your flight has arrived and you are most probably in the taxi on the way to the hotel. You are checked into Room 1625 on our preferred floor, a single, non-smoking room with a king-sized bed, and we also assumed you would like the Tempur-pedic pillow you requested on your last visit here, so we took the liberty of putting one in your room. Please enter key code 1066 on the keypad near the door handle to enter the room, that code corresponds to your month and year of birth and should be easy for you to remember. We also note that the last time you visited us, you ordered a late dinner of a club sandwich. Would you like one sent to your room after you arrive? If so, please reply to this note and when you enter the code in the room lock we will be notified of your arrival and have your meal brought up right away. Thank you for visiting us again.”
THAT is an example of what CRM software is supposed to accomplish!

Read the full article soon....

No comments: