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Have you thought much about your CRM strategy lately? Do you wonder if you’ll ever get it quite right? Do you spend hours wondering which way to go, how much you’ll spend, what return you’ll get? Yeah, me too! Well, until recently when I decided that it can’t (shouldn’t?) be all that difficult. I was reading a post by Graham Hill over at CRM Guru. Graham is questioning the new fad of customer engagement and wonders …

"Why oh why oh why can’t businesses just fix the basics that drives success; simple things like products that work first time every time, pricing that is fair and transparent, marketing that is authentic and honest, and service that adds to the ownership experience, to name just a few."

And it makes sense, doesn’t it? All these well worn phrases and strategies simply designed to get more money from the customer’s pocket and up the share price. So what about a good old return to the basics, where we really do know the customer’s name and their kids ailments etc? CRM breakthroughs is about that B2B I believe we desperately need. Yet it’s not all that scientific. (Of course, if it’s not that scientific, you can’t charge too much either!) So here are a few questions that may help you revisit your CRM and make some adjustments to help both sides (you and the customer)

• What CRM strategies do you have in place?
• How long have you been working on them?
• Who is responsible for what? Do they know?
• How proactive is your team on meeting customer needs? (Or are you driving it all?)
• If the strategies aren’t working, how are you adjusting them?
• How are you measuring them? (Are you measuring? Effectively?)
• What mechanisms have you put in place for feedback?

I’d love to know. And I’d love to know your thoughts on B2B (Back to Basics) CRM. Enjoy your customers!

Technorati Tags: crm, customers, growth

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