Customer Relationship Management is a business strategy. You need to become the customer's trusted agent. Learn how you can do "lead" your customer to trust you.
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"Customer relationship management is a business strategy to select and manage the most valuable customer relationships. CRM requires a customer-centric business philosophy and culture to support effective marketing, sales, and service processes. CRM applications can enable effective customer relationship management, provided that an enterprise has the right leadership, strategy, and culture." -The CRM Primer, http://www.crmguru.com What customers face
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Media barrage - Customers are confronted with increasing
volumes of information, transmitted at increasing rates and
coming from a greater number of sources than ever Choice - Choice overwhelms most customers, making it
difficult for you to gain and sustain their business Change - Product life cycles are so short that, in the
case of many technology products, by the time the customer
makes an informed decision, the basis of the decision may
not be valid Uncertainty - All this change can be very confusing to
customers. Products change quickly, but so do the companies
that sell them, how they are sold and who does the selling. Complexity - Is there a way for people to determine which
product offers will produce the optimal utility for their
needs? Distrust & Suspicion
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Distrust and suspicion are more prevalent today than any
time in recent history - for good reason. If these issues
are not addressed initially, the persuasion process is
likely to stall. Distrust and suspicion are emotions that
may not be expressed by the customer; therefore you must
deliberately overcome their influence.
Regardless of the clarity of the logic of your persuasion,
these emotions can trump it! Keep in mind that until you
demonstrate otherwise, you and your company have been tarred
by the "heightened distrust and suspicion brush".
Trusted Agent
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Each and every employee of your company should preserve the
customer’s

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About the Author

Naseem Mariam is the editor of "Management that Soars"
Newsletter & author of "Project Serenity - How to gain
happiness and peace". Her writings draw life from her
18 years experience as software Project Manager. Let her
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