Over 50 percent of loyalty marketers identify exceptional customer service as the most important aspect of customer loyalty programs geared towards affluent consumers, according to a recent survey conducted by Affinion Loyalty Group and VIPdesk.
Many companies cannot capture the promised benefits if they do not have certain prerequisites within their own skill sets, such as the right developer talent and governance model to work in an agile, iterative approach that leading organizations use to be successful. So don’t make these mistakes:
Trying to develop the “perfect” solution. Cloud CRM brings increased agility and flexibility, making it easier for organizations to tweak and upgrade the system after it is deployed. Unlike in the past, organizations don't have to deploy the perfect CRM solution all at once. Instead, they can deploy a “good-enough” system at first — as long as it is positioned so that the organization can quickly iterate and add improvements after deployment.Spending too long on key decision points. Be prepared to make decisions quickly in order to drive development sprints, iterate quickly, and plan on the fly. In order to achieve this, organizations must establish governance boards and project teams that represent interests from across the organization and have decision-making power to approve development plans and changes.Not using information worker personas to guide development cycles. End user personas — similar to marketers' personas for consumer segmentation — are high-level overviews that illustrate how and why a typical user in a specific job role uses the CRM system and what benefits that user will receive from it.Not having the right skill sets. Skilled business analysts (BAs) will become increasingly important as solution governance makes the shift from a focus on application installation to a business-centric process improvement.
The worst thing you can do when developing a CRM is making it so complicated, ugly, or annoying that no sales team would ever want to use it. It's been proved time and time again with the big CRM players who consistently hemorrhage users
CRM and provides businesses digital marketing solutions and innovative marketing services such as email marketing, social media sharing and lead qualifier tools that are designed to make business marketing easier.
Worldwide CRM software spending by subsegment shows Customer Service and Support leading all categories with 36.8% of all spending in 2012 ($6.6B), followed by CRM Sales (26.3%, $4.7B), Marketing (includes marketing automation) (20 %, $3.6B) and...
Loyalty Marketing thoughts and musings ... Within loyalty, when we talk about terms like gamification and how these are changing the face of loyalty, most commentary is about the mechanics. However what gamification is ...
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