Search
Related Links

 

 

Informative Articles

100% Successful Management - The Ten Winning Behaviours
Management is all about being the one who facilitates business or organisational success. Delivering the required results. It can be daunting, yet with these ten simple ideas, it might not be the impossible challenge... Business is...
Debt Management Plans - Suggesting Ways to Survive the Quagmire of Debts
Before delving on what a debt management plan can do for you as an individual or as a business, it will be good to decide its scope. It is a misconception among many people that debt management plans can only be used for eliminating the existing...
'Fixed Ratio' Money Management
Money management is the most important and overlooked subject in trading! In my opinion, the best money management system for Forex/Futures traders is outlined in great detail in Ryan Jones' book The Trading Game: Playing by the Numbers to...
Innovative Form of Business Debt Management Saves Thousands
As any business owner knows, being sued can be a stressful, time- consuming, and expensive experience. In fact, it can be absolutely devastating for a business, leading to financial ruin and even bankruptcy. Add to that the public's...
Time Management Tips - How to Have a Filing System That Works
Recently I was working with a new client who had invested hundreds of dollars for a records management organisation to set up a filing system for his business. The system looked impressive. The only problem was it didn't work! It had been...
 
Customer Relationship Management

Changing consumer attitudes are driving Customer Relationship Management. Fuelled by Internet induced expectations and an even increasing mood of self reliance among customers, companies have to compete in an environment where communication, buying processes, data management, delivery and service are all-important in the battle for longterm, profitable relationships.

Customers now require:

- Control over the buying process (information, comparison, selection, easy to find, use and respond to)

- The best possible price (including delivery, and without compromise to brand or product quality)

- The quickest, slickest delivery system (preferably free)

- All payment options (secure)

- Communications designed to suit the particular need (computerised; complex; caring)

The above apply whatever the form of trading:

- Direct - Traditional - Retail - E-commerce - Wholesale - Combination

These attitudes combined with the development of new technology and the growing convergence of a number of 'new - new' and 'emerging - new' communications and distribution technologies such as:

- 'Fixed link' telephony and telemarketing - Internet and VOIP - Mobile telephony, SMS etc. - Digital TV, Cable, Satellite

is leading to an increasing focus on Customer Relationship Management by all types of organisations, as they realise that technological change allows them to re-organise the way that they manage customer relationships and make them more profitable.

Organisations are searching for something far more holistic, consistent and yet dynamic.

To achieve that and a sustainable competitive advantage in Customer Relationship Management means working with the management team, staff and suppliers of the company, where reasonable and cost effective using technology (e.g. intranet, extranet) to help to deliver the actions necessary to maximise performance.

One must:

- Define profitable market sectors and customers - Understand customers needs and expectations - Identify profitable product and service propositions - Create effective, efficient, adaptable, cost effective infrastructures

Customer Relationship Management is: the customer focussed management of the whole relationship with each customer, in order to measure, create and increase income and reduce costs for each customer and


customer segment and thus to generate greater positive lifetime value across the portfolio.

Customer Relationship Management requires the organisation to know the answers to questions such as:

- Which of my customers are profitable or unprofitable?

- Do I know their lifetime value?

- Which of my products and services are they buying and not buying?

- Have I measured customers' purchase behaviour patterns, their loyalty/retention/repeat purchase and multiple product purchases?

- What channel preferences do customers have?

- Who are my most profitable customers and what is their ranking/grouping by risk, by product service grouping, by profit, and by revenue?

- What strategies can I use to improve a customer's profitability profile?

It also requires the organisation to deliver customer value. Customers must feel that the organisation:

- 'Understands what I want' - 'Communicates with me' - 'Provides me with added value' - 'Gives me reasons not to switch' - 'Treats me as an individual'

To achieve these answers Customer Relationship Management requires focus on both sides of the equation:

- Customer Communications Management - Process Quality Management

and on three key delivery mechanisms, those of:

- Proposition - Processes - People

To be fully effective at Customer Relationship Management an organisation has to position the business unit or enterprise (proposition, processes and people) so that the customer is as the centre of their business. True Customer Relationship Management means that the business has streamlined customer management through the integration of all customer 'touch points', such as marketing, customer service and payment in such a way that true customer satisfaction and loyalty appear to occur effortlessly.

Customer Relationship Management is not a 'fad' it is a business philosophy that helps to increase revenue, reduce costs and to build and retain a loyal customer base.

About the author:

Richard Hill is a director of E-CRM Solutions and has spent many years in seniordirect and interactive marketing roles. E-CRM http://www.e-crm.co.uk helps you to grow by getting you more customers that stay with you longer. We provide practical solutions that pay for themselves. We help you to make sure that your marketing works.

 

About Management - business management - people management - and more
THE starting place for exploring MANAGEMENT; helping new managers get started and experienced managers get better.
management.about.com
 
Management - Wikipedia, the free encyclopedia
The phrase "management is what managers do" occurs widely, suggesting the difficulty of ... The management of a large organisation may have three levels: ...
en.wikipedia.org
 
Free Management Library
Quality Management · Research Methods · Risk Management · Sales · Social Entrepreneurship · Staffing · Starting an Organization · Strategic Planning ...
www.managementhelp.org
 
Welcome to the American Management Association
Helping business professionals learn practical management skills and the best practices of world class organization.
www.amanet.org
 
Project Management Institute (PMI) - The largest project ...
The organization of choice for project management professionalism. PMI establishes Project Management standards, provides seminars, educational programs and ...
www.pmi.org
 
IT Project Management and IT Service Management Ideas and Analysis ...
Datamation provides ideas and analysis for IT managers, featuring case studies and trend spotting reports on IT project and service management issues.
itmanagement.earthweb.com
 
Management
International review on management research. Peer-reviewed, occasional. Ejournal, with tables of content, abstracts and full articles available on-line.
www.dmsp.dauphine.fr
 
Society for Human Resource Management
Advances the human resource profession to ensure that HR is recognized as an essential partner in developing and executing organizational strategy.
www.shrm.org
 
FEMA | Federal Emergency Management Agency
Agency of the US government tasked with Disaster Mitigation, Preparedness, Response & Recovery planning.
www.fema.gov
 
FT.com / Business Life
Account Manager. Recruiter: Financial Times. Part Qualified Management Accountant. Recruiter: Robert Half Finance & Accounting ...
www.ft.com
 
Small Business Management: Advice and Guides
Online guide to small business management. Find articles, advice and how-to guides.
www.entrepreneur.com
 
Academy of Management Online
Academy of Management: This is the official web site of the Academy of Management, with information on membership, journals, list servers, web sites, ...
www.aomonline.org
 
Business Management, Leadership and Decision Making Strategies and ...
Provides business management articles, webcasts, online learning, and books as well as conferences focused on leadership and decision making.
www.bettermanagement.com
 
Object Management Group
Distributed object computing industry standards group founded in 1989. Defined standards include CORBA and IIOP.
www.omg.org
 
Management Reading | Global Executive | Business | Economist.com
The one management thinker every educated person should read Nov 17th 2005 ... The story of Emerson's successful management process is fascinating. ...
www.economist.com
 
Emerald: Home
Publisher of journals in management and library and information services, engineering, applied science and technology.
www.emeraldinsight.com
 
Yale School of Management
The mission of the Yale School of Management is to educate global leaders for business and society. We pride ourselves in providing a hard-edged business ...
mba.yale.edu
 
US Office of Personnel Management
Official Federal Government site listing positions nationwide for special agent, federal police officers and related jobs.
www.usajobs.opm.gov
 
Waste Management
Waste Management is the #1 Residential and Commercial Trash Service Provider.
www.wm.com
 
US Office of Personnel Management
Includes federal jobs listings, upcoming events, numerous humans resources reports, news releases and additional official information.
www.opm.gov
 
 

 
Content Menu
  • 100 successful management the ten winning behaviours

  • 21 questions to assess your readiness for time management

  • 5 tips for better management of home business

  • 5 tips to successful time management

  • 6 steps to effective management during change

  • 6 time management tips for moms

  • 8 tips for successful link blitz management

  • accounts payable a powerful document management and workflow solution

  • action plan in time management

  • advantages of time management

  • algebraic model on management decision redefined productivity

  • an effective management tool

  • are you like millions of americans struggling to manage their debt debt management can help

  • asphalt paving company serving property management corporations

  • asset management 101

  • automated expense and timesheet management

  • a content management tool provides the 5 essentials of communication

  • a customer complaint management system

  • a few paragraphs on how we could have improved team management

  • a guide to performance management

  • a lesson in money management

  • a project management rule collaborate

  • balancing technology management and leadership

  • bankruptcy as a debt management solution why do so many of us have so much debt

  • basel iis three approaches to operational risk management

  • basics in time management questions

  • basic ingredients of small business management

  • basic management skills

  • being self employed brings you a whole new level of stress management

  • belief management the missing ingredient

  • benchmarking and improving management quality

  • beyond management coaching when things are getting out of control

  • bottleneck oriented business management

  • career management in a jobless economy

  • cash flow management

  • change management can lead to rigidity and resistance to change

  • change management getting it right

  • change management needs external focus

  • choosing a debt management program

  • coaching the new word in management

  • cobra solution to be launched at benefits management forum expo

  • collective of concepts to better understand your project management 0727

  • collective of concepts to better understand your project management 0818

  • collective of concepts to better understand your project management 1011

  • college and university professionals for human resources to upgrade their association management software

  • communication managements responsibility

  • connect2inc received iso certification 9001 2005 quality management systems requirements

  • connecting the lease enterprise through lease management software

  • conservative investment management pays for this firm

  • consolidating debt 5 warning signs of a shady debt consolidation or debt management company

  • content management wise investment for business prosperity

  • continuing education meeting management the focus of gomembers inc participation at acme chicago

  • contract management software the solution to the problem of coordination

  • controlling time management

  • corporate identity management

  • corporate travel management

  • creativity and culture management

  • creativity and innovation management in conservative staid organisations

  • creativity and innovation management thought leadership

  • creativity and innovation management turning ideas into action

  • creativity and innovation management why products fail

  • creativity management measurement benchmarking and improvement

  • credit and debt management

  • credit card debt management

  • credit management the way to the top

  • crisis management or managing the crisis

  • crisis management tips

  • crm 101 customer relationship management for beginners

  • crm for beginners customer relationship management basics

  • customer relationship management

  • customer relationship management a brief look at what it is

  • customer relationship management brief history and benefits

  • dealing with change and change management

  • debt management

  • debt management advice

  • debt management and consolidation

  • debt management brings a significant change in debt scenario

  • debt management gives the comfort of a debt free life

  • debt management how a debt consolidator can reduce your debt

  • debt management in the uk

  • debt management more ways to save on gas consumption

  • debt management plans a way to survive the debt and come on top

  • debt management plans how they can help you get out of debt

  • debt management plans suggesting ways to survive the quagmire of debts

  • debt management plans things you must do to avoid pitfalls

  • debt management plans tips for avoiding dmp pitfalls

  • debt management strategies information

  • debt management uk time tested formula for freedom from debts

  • debt management watch out for bank fees

  • debt negotiation vs debt management

  • decision making business management

  • defining supply chain management

  • developing your management style

  • development procedures for building effective management systems phase iii

  • dialresults and datamanagement services merge

  • discovery procedures for building effective management systems

  • document management services

  • does mbwa management by wandering around still work

  • do you make these ten management mistakes

  • effective data management

  • effective management 4 ways to inspire loyalty in your business

  • effective risk management

  • effective talent management

  • effective time and records management means maximized profitability

  • effective time management for busy people

  • effective time management for work at home moms

  • electronic document management

  • employee management using right type of payroll software

  • erm not just for the big guys anymore small business rights management a reality

  • essentials in time management

  • experiences of management coaching part 2

  • extracting real benefits from travel expense management

  • financial management services

  • financial woes consider a debt management company

  • finding a great change management consultant

  • finding the right business management software

  • finding the right expense management solution for your company

  • five days to better inventory management

  • five steps to better employee management

  • five strategies to strengthen your companys financial management

  • fixed ratio money management

  • free debt management services compared

  • from bandwidth management to bandwidth governance

  • get rid of your asset management problems once and for all

  • get your feet wet with time management

  • goals require work and time management

  • got debt consider a debt management company

  • head concierge personal and corporate concierge service assistant and lifestyle management team

  • hiring rental property management

  • home based business tips for time management

  • how much is poor time management costing you

  • how to define a successful time management strategy

  • how to improve your management procedures usability

  • immaterial values in business management

  • implementation procedures for building effective management systems phase iv

  • importance of customer relationship management or contact management

  • index

  • indie artist management economic realities insightful strategies

  • information lifecycle management mastering complexity

  • innovative form of business debt management saves thousands

  • instant time management

  • integrity in management

  • intentional time management solution

  • interim executive management challenge and change

  • interim management provides hope for uk manufacturing sector

  • internet marketing time management

  • internet time management

  • introduction to project management for entrepreneurs

  • inventory management 101

  • issue management methodology for tracking project issues

  • is your management style assisting or hurting your business

  • is your management style lead by intimidation

  • keep your eye on the overall project management promises

  • knowledge management made simple

  • knowledge process management

  • leadership or management

  • learning time management

  • learn how to manage your projects with project management training resources

  • learn to manage your projects with project management training software

  • los angeles countys tough telecom expense management standards met

  • management coaching the heart of performance management

  • management coaching to improve relationships with work associates

  • management coaching vs performance appraisals

  • management decision redefined productivity algebraic model

  • management development micromanagement works

  • management miscommunication

  • management titles in business

  • management wants faster implementation of new organizational strategy part ii

  • management wants faster implementation of new organizational strategy part iii

  • manage your inventory by using inventory management software

  • managing your website development eight easy steps to project management

  • master the art of debt management

  • maximum website promotion through ppc bid management

  • medical group management association purchases gomembers accounting solution

  • meeting your bandwidth requirements for supply chain management applications

  • micro management necessary evil or just plain evil

  • milk another hour or two out of your day time management

  • money management

  • money management guide

  • money management ideas for large cap stock trading

  • offshore outsourcing ideal tool for a successful business management

  • optimizing your cash flow with proper accounts receivable management

  • organizing a time management plan

  • organizing business cards for effective contact management

  • participative management in organizational change

  • paying for business purchases on a charge or credit card can assist in small business management

  • perfecting management

  • performance management is not difficult

  • personalities and time management

  • planning procedures for building effective management systems phase ii

  • policies and procedures used as management key

  • positions in time management

  • ppc management when to give up on a loser

  • presentation pitfalls top 10 content management mistakes

  • productivity redefined associated management decision algebraic model

  • project management 101

  • project management avoid work scope creep

  • project management best practices

  • project management consulting

  • project management success with the top 7 best practices

  • project management training

  • project program management best practices for success in any industry

  • property management

  • property management company hiring one

  • property management the good the bad and the ugly

  • quality management organizational needs

  • real estate property management software

  • reap lifestyle rewards from improved time management

  • rental property management key in costa del sol

  • re discovery procedures for building effective management systems phase v

  • rotator

  • sales activity report for management

  • should you use a private wealth management broker

  • simple mistakes you simply cannot afford in project management

  • simple time management skills generalized

  • six management tips for trying economic times part 1

  • six management tips for trying economic times part 2

  • six sigma training 101 better management basics

  • sloppy time management destroys

  • software risk evaluation and offshore risk management

  • strategic knowledge management the key to sustainable performancel

  • strategic planning steps for optimum business management

  • strategies to time management

  • strengthen skills in time management

  • stress management for the self employed

  • stress management tip take control of your finances

  • successful management 10 simple people skills

  • supply chain management 101

  • sylvester management elects meetingtrak upgrade

  • take action with pms productivity management systeme

  • task management tools the difference between average and successful people

  • team efforts in time management

  • techniques in time management

  • technology advancement changes time management schemes

  • technology advances in time management

  • ten tips to make listening your powerhouse management tool

  • ten top performance management tips

  • the achilles heel of management coaching

  • the benefits of using seminars and small business management courses to build your accounting consulting or tax practice

  • the best debt management programs how to choose

  • the challenges of human resource management

  • the critical path for extreme project management

  • the definition of asset management

  • the difference between typical project management and six sigma project management

  • the dos and donts of cash management

  • the good the bad and the ugly employee and management owned firms

  • the key to high productivity is energy management

  • the management team section of the business plan dont just include resumes

  • the management team section of your business plan

  • the myth of the management team

  • the new customer relationship management crm functions

  • the practice of knowledge management

  • the red phone management consulting in 30 seconds or less

  • the seven deadly sins of management

  • the seven keys to successful offsite meeting management

  • the ultimate time management tips 5 steps to reaching your goals with minimum work

  • three tips to kick start your management career

  • time management

  • time management against time

  • time management and how it affects your kids

  • time management and money

  • time management and success

  • time management and the to do list

  • time management and working to succeed

  • time management avoiding negative

  • time management confrontation

  • time management for college students

  • time management for home business owners

  • time management for your home based business

  • time management how to have productive meetings

  • time management in action

  • time management in control

  • time management is a work of art

  • time management is key

  • time management is your to do list the problem

  • time management makes a good home based business

  • time management no

  • time management positive discipline

  • time management prioritized

  • time management progressed

  • time management provides flexibility

  • time management software

  • time management tips

  • time management tips for managers

  • time management tips for solo entrepreneurs

  • time management tips how to have a filing system that works

  • time management training a necessary investment or a waste of money

  • time management working smarter at work

  • time management working to succeed

  • tips for credit card debt management

  • tips for selecting a debt management service provider

  • top seven reasons why a hosted inventory management solution may be right for your organization

  • top six reasons to buy rather than build an inventory management solution

  • top ten tips about people management

  • top tips for effective time management

  • trading expert discovers ways to beat stock market odds with money management

  • true information management far more than technical automation support

  • two most important time management questions

  • understanding data management and data security

  • understanding document management

  • understanding operations management consulting

  • unsecured business loans apt genesis of intelligent financial management

  • use the net to find information on project management

  • using pms gps the productivity management systeme for goal planning and setting

  • using pms the productivity management systeme to discover what you want in business and in life

  • walking the l i n e of effective management

  • what 80 of businesses dont know tips for improving your working capital management

  • what is a debt management plan and why should i enroll

  • what is debt management

  • what is fleet maintenance management

  • what is knowledge management knowing what we know

  • when is time management not enough

  • why all the fuss about a good management system

  • why asset management is a vital key to your future

  • why asset management is not a get rich quick scheme

  • why just the right ppc campaign management brings in lots and lots of cash

  • why your headline will make you or break you in projectmanagement

  • why you should seek professional help with asset management

  • will call center management software improve your business

  • workflow management software businesses are getting into the flow

  • working at home and time management

  • work at home moms time management tips