Content By Dick Wooden

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By: Dick Wooden

First of all, what does it mean to be orphaned by your customer relationship management (CRM) vendor? In short, it means that your CRM vendor sold you on a CRM product and for one reason or another forgot about you. Are you feeling left behind?

Dick Wooden’s picture

By: Dick Wooden

There are various phases to consider when focusing on a business strategy for customer relationship management (CRM). An initial phase is creating a vision of a better future with a customer-centric strategy fully implemented and supported by CRM technology.

Dick Wooden’s picture

By: Dick Wooden

Many organizations talk about understanding customers and their needs, but few truly understand what customers value most. As we approach the end of the year, it’s a good time to reflect back on this year’s customer experiences and consider the following aspects of understanding your customer.

Take the following quiz and see how your organization rates:

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By: Dick Wooden

Now let’s be real here and take a big-picture look at your company’s knowledge about its customers. For instance, when my firm reviews how a client uses its customer relationship management (CRM) system, invariably we find knowledge gaps in the operational processes it follows.