Bạn đã điều tra các chủ đề cụ thể như thương mại điện tử và xử lý xung đột. Và bạn đã được nhắc nhở trong Chương 10, để thành công, sáng kiến CRM của bạn cần phải tiếp tục di chuyển về phía trước. Những gì còn lại? Một số làm thế nào để duy trì nỗ lực CRM của bạn. | Resetting Your CRM Strategy Now you are on the final chapter. You ve created a strategy. You ve investigated specific topics like e-commerce and handling conflict. And you ve been reminded in Chapter 10 that to be successful your CRM initiative needs to keep moving forward. What s left Some how-to s for sustaining your CRM effort. In this chapter we ll apply a process for assessing aligning and continually renewing your CRM strategy. Michael Hockmuller a senior organizational development consultant for the City of Austin TX calls this process conducting a corporate reset. As Michael explains We created this process as a check for our business plans and find it works well for testing any organizational strategy. The purpose is to find alignment between what customers want what our strategy tells us to do and the tactics we ve chosen to implement that strategy. Sometimes we are right on track but usually one of two things has happened. Either customer needs have shifted so our strategy no longer points us in the best direction. Or there has been drift in what employees are doing to implement the strategy. A corporate reset ensures that everyone is implementing the right strategy for the right reasons. We ve customized this process for use in resetting your CRM Strategy. Copyright 2002 by The McGraw-Hill Companies Inc. Click here for terms of use. 142 Resetting Your CRM Strategy 143 Follow Through managers and executives begin strategy development with Most positive intentions about revisiting the process renewing goals and making adjustments to reflect market in the hectic activities of day-to-day operations those good intentions can fall to the wayside. To help you follow through Set a date in your planner today for your first and second and even third CRM strategy reset. Make a written commitment to yourself to follow through. Include resetting your CRM strategy as one of your annual objectives. Make a commitment to your boss and ask to be held .
