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Saturday, January 22, 2011

Project Customers

All projects must end.  Hopefully, they end with the customer and sponsor being happy with the project's deliverables.  A key thing to plan for on every project is how the customer will be managed after project implementation.

Many organizations rely on Customer Relationship Management (CRM) software to help them manage their customers. CRM systems have evolved to be must have tools for many organizations, and all project managers should be familiar with their capabilities and limitations.   Also, since many CRM systems are hosted in the cloud, the startup costs can be very reasonable.

Wikipedia defines Customer Relationship Management as "a widely-implemented strategy for managing a company’s interactions with customers, clients and sales prospects. It involves using technology to organize, automate, and synchronize business processes—principally sales activities, but also those for marketingcustomer service, and technical support. The overall goals are to find, attract, and win new clients, nurture and retain those the company already has, entice former clients back into the fold, and reduce the costs of marketing and client service.[1] Customer relationship management describes a company-wide business strategy including customer-interface departments as well as other departments".

If you are interested in learning more about CRM systems, one company I have looked at is Hosted CRM from Sherweb.  If you have done business with them in the past, let me know what you think by leaving a comment below.

Also, make sure you check out these great customer service jobs from Jobboom, a supporter of this blog.

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