Customer Relationship Management systems (CRM) are nothing new; they predate the Internet and computers, going all the way back to handwritten ledgers (remember Rolodex?) But today, CRM systems are being touted as the end-all to increasing sales. The fact is, they aren’t. Don’t get me wrong, you absolutely must have a CRM system to compete […]
“Because the purpose of business is to create a customer, the business enterprise has two — and only two — basic functions: marketing and innovation. Marketing and innovation produce results; all the rest are costs. Marketing is the distinguishing, unique function of the business.” — Peter Drucker Marketing, which is the act of attracting and […]
This morning I helped another retailer install and implement an automated CRM system. They did so begrudgingly; with the thought right up until we turned it on that what they had been doing was working “just fine”. Whether you realize it or not, your business is made up of a series of processes — things […]