Performance Tools for CRM » expert http://www.crmscorecard.com KPIs, Metrics, Scorecards and other performance measurement tools for Customer Relationship Management (CRM) Mon, 22 Feb 2010 11:47:31 +0000 http://wordpress.org/?v=2.9.2 en hourly 1 Understanding the Key Advantages of using Customer Profiling KPIs http://www.crmscorecard.com/understanding-the-key-advantages-of-using-customer-profiling-kpis.htm http://www.crmscorecard.com/understanding-the-key-advantages-of-using-customer-profiling-kpis.htm#comments Sat, 13 Feb 2010 06:00:38 +0000 expert http://www.crmscorecard.com/?p=383 One of the most important contributors to any business, customer profiling or defining assists a great deal in accomplishing maximum profits. Identification of the right prospect and precise relationship building goes a long way in garnering efficient results for the efforts. The customer retention ratio and current expansion plans are major parameters to measure business growth.

A basic contour of a customer base and distinguishing through appropriate characteristics will provide an analysis of ideal penetration in a target area. Careful and studied observation will assist a business process achieving better profits and long standing customer relationships with the help of customer relation profiling metrics.

The key benefit would obviously be better allocation of available resources and making sound investments, thereby initiating consistency in business conducting approach along with generation of trust factor with the customers and furthermore, creation of additional services and capitalizing on value for money.

Current customer satisfaction will make way for tapping further potential market for business growth and choosing better market sites for brand building activities, and boosting the brand recall value.

In total, customer profiling will prove to be beneficial to a business unit in the long term, and ensure practical development of diverse processes for valuable assistance to the main business.

]]> http://www.crmscorecard.com/understanding-the-key-advantages-of-using-customer-profiling-kpis.htm/feed 0 Key ideas on gaining customer loyalty through better service http://www.crmscorecard.com/key-ideas-on-gaining-customer-loyalty-through-better-service.htm http://www.crmscorecard.com/key-ideas-on-gaining-customer-loyalty-through-better-service.htm#comments Sun, 07 Feb 2010 12:00:43 +0000 expert http://www.crmscorecard.com/?p=366 Most business today have realized the fact that superior customer service is the foundation of generating customer loyalty. First time resolution and prioritizing customer needs beforehand is the basic groundwork for running your business smoothly with a devoted customer group. Steadfast competition and dynamic market make it absolutely imperative to preserve your target audience.

Initiating customer interaction on a steady basis through company newsletters and e-mails will assist in maintaining contact and develop a strong rapport and will prove to be beneficial to the business and customers both in the long run.

Retaining current customer base is vital to any business unit than inclusion of newer markets, as the distinction lies in the cost factor. Diversion of existing resources wisely to cater to customer needs and managing critical feedback is extremely significant; as bad customer service will reach more swiftly to other prospects, than fine service.

Sharing the upcoming business plans with the customers and commencement of tailor made programs and offers for them will enable augmenting further escalation in relationships; however care must be taken to maintain optimum service and quality prior to initiating growth plans. A great way to approach the subject in a holistic manner is through using a customer loyalty scorecard which will allow you a measurable way to check your implementation plans.

]]> http://www.crmscorecard.com/key-ideas-on-gaining-customer-loyalty-through-better-service.htm/feed 0 Learn to grow your customer value with the help of KPIs http://www.crmscorecard.com/learn-to-grow-your-customer-value-with-the-help-of-kpis.htm http://www.crmscorecard.com/learn-to-grow-your-customer-value-with-the-help-of-kpis.htm#comments Sun, 07 Feb 2010 11:47:13 +0000 expert http://www.crmscorecard.com/?p=362
Every business aims at building a loyal customer base as a first step towards growth in the long run. Engaging customer interest in the very first interaction maximizes the chances of future business opportunities, and contributes to optimally classify the target audience. A general belief that customer centric approach will yield profitable results is applied by majority of the businesses; however, majority of the customers provide contradictory responses. The key to this riddle lies in analyzing the adopted strategies, product features and marketing efforts and critically evaluating these in terms of customer satisfaction which can be achieved by using a customer value scorecard.

Effort needs to be made towards garnering customer’s interest and generating efforts to concentrate on higher consistency levels on existing products and services, and thereafter focusing on newer and greater value purchases. Strategic appraisal of the services offered and the customer responses will provide strong bedrock for future growth plans.

Careful thinking has to be channeled towards preventing short term gains for creating value; provide the customer value for their money; and clearly spelled out add on features and offers to avoid any discrepancy and erosion in the customer’s trust.  Truly building of a strong customer relationship through product improvising is the ultimate resolution for generating customer value.

]]> http://www.crmscorecard.com/learn-to-grow-your-customer-value-with-the-help-of-kpis.htm/feed 0 Increasing customer profitability in a challenging economic environment http://www.crmscorecard.com/increasing-customer-profitability-in-a-challenging-economic-environment.htm http://www.crmscorecard.com/increasing-customer-profitability-in-a-challenging-economic-environment.htm#comments Sun, 07 Feb 2010 11:40:42 +0000 expert http://www.crmscorecard.com/?p=358
Customer profitability is the key to a business’s long term financial interest, and potency. Sound investment and appropriate customer management are the prerequisites to succeed in today’s intensely competitive market. Business units must nurture the chief profit contributors and keep a track of this particular target base for long standing goals. Customer contentment and profitability are directly related to each other, and companies strive to maintain equilibrium between the two for desired outcomes.

Companies often make considerable efforts to retain customer interest by offering more and varied services to existing customers, seldom keeping an account of the cost aspect of same. In the process of being customer focused, they channelize their endeavors towards blind customer fixation, thereby disturbing the delicate balance of customer satisfaction and business returns.

The answer to the aforesaid dilemma lies in measuring customer profitability at an individual level for accurate and valued insights into the revenue generating groups which can greatly enhanced by using a customer profitability scorecard. Such a tool can help in the roll out of feasible and practical pricing policies go a long way in managing the customer profitability at the core of any business strategy adopted for increasing company turnover.

Early detection and awareness of the unprofitable cluster will facilitate the business in drawing up an implementable cost benefit analysis and reduce the losses in the long run.

]]> http://www.crmscorecard.com/increasing-customer-profitability-in-a-challenging-economic-environment.htm/feed 0 Put an end to your ‘CRM worries’ with ‘indicators’ http://www.crmscorecard.com/put-an-end-to-your-%e2%80%98crm-worries%e2%80%99-with-%e2%80%98indicators%e2%80%99.htm http://www.crmscorecard.com/put-an-end-to-your-%e2%80%98crm-worries%e2%80%99-with-%e2%80%98indicators%e2%80%99.htm#comments Thu, 10 Sep 2009 18:27:38 +0000 expert http://www.crmscorecard.com/?p=205 Not being able to maintain and sustain relationships properly is one of the greatest causes of human suffering. Though this occupies an immensely important place in the books of philosophy, its position in business scenario is no less significant. The second picture is made clear by looking at the huge amounts of money spent by companies under the head ‘CRM (Customer Relationship Management) category‘.

This is for making sure that sufficient amounts of efforts are put into the act of creating a loyal customer base; after all this is what will finally pay in the long run.

Coming to the subject as to how can this be achieved, one gets that an instrument such as ‘BSC’ (Balanced Scorecard) can prove to be useful. This was introduced by Norton and Kaplan essentially for helping organizations come out of the ‘financial-only’ trap. Thus, by bringing together all the aspects ‘that matter’ at one place, the tracking gets much easier, that too in an understandable way. Thus, an act of bringing a set of CRM metrics into one’s operations not only becomes ‘necessary’ but is also an fruitful endeavor.

]]> http://www.crmscorecard.com/put-an-end-to-your-%e2%80%98crm-worries%e2%80%99-with-%e2%80%98indicators%e2%80%99.htm/feed 0 Increase your customer base at a quick rate with a CRM Scorecard http://www.crmscorecard.com/increase-your-customer-base-at-a-quick-rate-with-a-crm-scorecard.htm http://www.crmscorecard.com/increase-your-customer-base-at-a-quick-rate-with-a-crm-scorecard.htm#comments Thu, 27 Aug 2009 19:36:35 +0000 expert http://www.crmscorecard.com/?p=180 Nurturing a healthy and fruitful customer base is what eventually fulfills the revenue ambitions of any organization. The marketing policies framed by managers should be able to inculcate enough trust into the customer base minds that even in tough times they don’t look for a competitive vendor.

This is the reason that sends managers on a search for strategies to effectively organize their marketing operations. Moving ahead, this is also needed to ‘count’ and ‘improve’ the proceedings in as exact manner as desired.

This can be made possible by developing a group of KPIs (Key Performance Indicators) for this purpose. Although this strategy was formulated quite sometime back but has withstood the test of times. As a result, it has been employed by several organizations for bringing their scattered operations into place.

When it comes to managing relationships with customers, one can both amplify and improve on it by counting the process in an unbiased and objective fashion through a CRM scorecard. However, the act of sorting the useful metrics can prove to be a tough one. Accomplishing it honestly will ask for reaching out to the very basic principles of this concept. This will then be reflected in terms of parameters and used for further tracking of movements.

]]> http://www.crmscorecard.com/increase-your-customer-base-at-a-quick-rate-with-a-crm-scorecard.htm/feed 0 Encashing Customer Relationships using indicators http://www.crmscorecard.com/encashing-customer-relationships-using-indicators.htm http://www.crmscorecard.com/encashing-customer-relationships-using-indicators.htm#comments Tue, 25 Aug 2009 13:29:50 +0000 expert http://www.crmscorecard.com/?p=177 Building and maintaining ‘relationships’ is what makes up for a major part of every person’s life. However, the role of this act has nowadays got extended to business scenario also and the manifestation of this shift has resulted in ‘customer relationship management’.

Organizations have understood that when it comes to ‘loyal customer base’; strong and long lasting interactions they share with their customers go a long way in paying-off and adding to their revenue collections. Thus, it is seen that the marketing policies are getting more and more towards the ‘customer relationship management’ task. Companies are spending huge amounts to figure out ways for preventing customers from heading towards competitor’s point-of-sale.

One of the routes being increasingly adopted in this regard is that of BSC i.e. balanced scorecard. One can easily collate the useful metrics at a single spot by using a tool like the BSC Designer and free themselves of the ‘monitoring anxieties’ that come up every now and then. By keeping an eye on the movements being made in this direction, one can be assured of heading in the correct direction.

Summing it all, one can collect a group of loyal customers by measuring the steps being taken for enhancement and betterment of customer relationships.

]]> http://www.crmscorecard.com/encashing-customer-relationships-using-indicators.htm/feed 0 Increasing Customer Conversion with the Help of KPIs http://www.crmscorecard.com/increasing-customer-conversion-with-the-help-of-kpis.htm http://www.crmscorecard.com/increasing-customer-conversion-with-the-help-of-kpis.htm#comments Tue, 28 Jul 2009 18:11:28 +0000 expert http://www.crmscorecard.com/?p=175 As organizations strive harder to increase their revenues, the issue of customer conversion is coming into prominence owing to the amount of scope it offers to companies to increase their business. Converting a customer requires attention to several factors which vary from defining a new marketing strategy to improving the overall customer experience. It also depends on the product and vertical with each niche having its own set of unique dynamics. For example converting online customers is entirely a different ballgame than converting retail customers.

Quite evidently managing such a complex process requires the help of specialized CRM tools and amongst several CRM tools that have been suggested for improving customer conversion, the balanced scorecard finds prominence for its sheer efficacy. Depending on the need and size of an organization one can look develop their own customised balanced scorecard for customer conversion or take the help of pre-set metrics. A ready to use customer conversion scorecard template essentially covers all key aspects that an organisation needs to keep in mind in changing a prospect into a customer. More importantly it gives a starting point for small organizations to quickly modify their marketing techniques according the metrics covered in the scorecard.

]]> http://www.crmscorecard.com/increasing-customer-conversion-with-the-help-of-kpis.htm/feed 0