;)
John Jantsch from Duct Tape Marketing
, one of the sites we listed on the blog roll last week, wrote an interesting piece on customer focus during a recession. Similar to the post I wrote recently, John points out the importance of strengthening customer relationships to push through a recession.
I recently came across an article titled “Using CRM to Win in a Recession” from CustomerThink.com. The article has a list of tips relating the importance of focusing on CRM during a down economy. The list makes some strong points but I have a few thoughts of my own to add.
In a recent piece for Destination CRM on the benefits of personalization within marketing, Marshall Lager wrote that “personalization provides marketing communications with the means to deliver real value to customers”. Lager cites recent research suggesting that although CMOs understand this potential value of personalized marketing a majority are having troubles putting it into practice.
In conjunction with a recent piece of Concursive news, today I wanted to talk about franchise operations to discuss the importance CRM solutions can make in connecting such "extended enterprise." It is no secret that a franchise company's brand and reputation among its customers can often be measured in the sum, strength, and consistency of messaging throughout its stores.
Yet relying on each individual franchise to implement a solution consistently is probably unrealistic.