The WorkerThread Blog

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Customer Relationship Management – Three Words, Lots of Interpretations

Posted by workerthread on September 28, 2008

CRM, or Customer Relationship Management, can mean different things to different people, depending on the type of organisation they work for or what their objectives are.  This Page at Wikipedia has a good description of various CRM scenarios.  This excerpt from the strategy section is worth reading:

CRM is not just a technology but rather a comprehensive, customer-centric approach to an organization’s philosophy of dealing with its customers. This includes policies and processes, front-of-house customer service, employee training, marketing, systems and information management. Hence, it is important that any CRM implementation considerations stretch beyond technology toward the broader organizational requirements.

Microsoft Dynamics CRM is a huge product, which takes a lot of planning for a successful deployment.  So it’s good to know that as with other Microsoft solutions there is an active community out there from whom you can get advice, best practice tips and “how we did it” information.  In the UK we have a Microsoft CRM User Group, and I noticed that their next meeting is being held at Microsoft’s Reading HQ on 29th October 2008. You can download an agenda or register here.  Here’s a quick summary of what you can expect on the day:

Getting Paper out of CRM V4!! Reporting, letter printing, barcodes, workflows

CTI with Microsoft CRM

Capturing Website Leads & Online Chat in Microsoft CRM

Microsoft CRM Case Study – Endsleigh Insurance

I noticed that one of the presenters, from Increase Ltd, has the job title “Chief Addict” – this is a new one on me…


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