Customer Experience and CRM

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Customer experience needs vary widely based on the type of organization. For example an outside sales organization will need detailed information about clients, synchronization and sales forecasting reports for management. A telemarketing operation will need a quick and simple data entry view, robust calendaring functions for followup, and reporting on use of time.

Why every company needs a NEEDS ANALYSIS:

• What do you do?
• How do you do it?

The answers may take volumes to accurately described, and may involve extensive technical considerations. For example, linking disparate functions and software from accounting, marketing and sales. For a complete description go to: http://www.destinationcrm.com/articles/images/jan04/PDF_Article3736.pdf You will need acrobat reader to view this clearly.

What to do with a Needs Analysis:

Customize the CRM product taking into account all of the following and more:

• Sales cycle
• Politics of the organization
• Budget
• Reports
• Need to know and levels of need
• Remote users
• Level of tech support in house