Tuesday, April 07, 2009

Accenture’s CRM recommendations for companies overall include

• Striking a balance in how they use resources to market to the most valuable consumer segments; 

• Distinguishing themselves through customer interactions that support a branded customer experience; 

• Pumping up sales productivity by mapping processes to new technologies;   

• Setting sales goals and establishing rewards for meeting them; compensating the sales team consistently;   

• Narrowing the gap between customer expectations and the actual service experience;

• Using analytics tools to gain a deeper understanding of the actual intentions of customers in their own words.   

"CIOs in particular need to understand business analytics and focus on what the business will need to take it to the next level," concludes Driggs.