Wednesday, November 16, 2005

Customer Relationship Management

Wikipedia has a pretty tidy definition of Customer Relationship Management (CRM) exists “to enable organizations to better manage their customers through the introduction of reliable processes and procedures for interacting with those customers.” This is a bit more than a mere definition; it covers some tips on improving customer relationships. Worth a visit. Obviously written by someone who cares, albeit with some differences of opinion on whether CRM is a “real” area of expertise. These pages can be quite lively with discussions about issues relating to the main topic.
I would argue that these “specialties” pop up because so many businesses fall down in these areas. There is often money to be made on someone else’s failures. So, it seems that there is the idea behind CRM and then the technology.

IT Toolbox: CRM Knowledge Base
A community of IT professionals sharing best practices, discussion groups, and newsletters as well as white papers and links. One of many key topics, CRM or Customer Relationship Management is an area they focus on, primarily from the technology point of view.

There is also the Customer Relationship Management Association that has a good list of CRM resources, publishes a newsletter and offers access to industry research from IT research companies, among them: Forrester, Gartner, and Frost & Sullivan.

No comments: