Talk:Customer relationship management/Archives/2014

proposed merge

agree w the proposed merge in priciple. however, the crm software article is rubbish anyway so why not just delete it instead ? Fbooth 23:36, 9 January 2007 (UTC)

I have added back the following line which Sleepyhead81 removed: "META Group (acquired by Gartner in April 2005) developed this conceptual architecture in the mid-1990s, and dubbed it the CRM Ecosystem."

Additionally, I have changed it to late-1990s to be more accurate. I have no idea why Sleepyhead81 feels justified in removing this line. META Group was the source and should be cited as such. The exact source is: META Group, ADS (Application Delivery Strategies) Delta #724, "The CRM Ecosystem," published on March 16, 1999. -- J

Agree ! Fbooth 10:14, 12 January 2007 (UTC)

Removed:

There is not much new about CRM, it is just a piece of new jargon with some useful, money making, side effects. First it lets a load of academics and consultants pontificate about nothing and pretend they have invented a new discipline. Second we can write lots of expensive software to help you "do" CRM. Of course astute business men have applied the concept of “customer relationship management” for hundreds, probably thousands of years. Ever since they recognised the value of a special relationship - “To you my boy I got a special price for this flint axe, not even two cows, ‘cause you buy so many of these fine weapons it is just one cow and a bushel of gain.”

While it may be true, for all I know, it does not add any useful information to the article and does not uphold the NPOV. -- April

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Alot of comments from varying academia have spoken on the issue of CRM, and one may like to read the 2nd Edition of John Egans book 'Relationship Marketing: Exploring Relational Strategies in Marketing', which expresses quite a wide range of opinions in the context of 'fors' and 'against' CRM commercial achievements. Sure, many companies around 'do' CRM, however, I would like to note that this is on a very general basis, and that true CRM depends on the relationship with each single customer. As a result, CRM or Customer Relationship Management is that management process of identifying, anticipating and satisfying customer requirements profitably. From that, major accomplishments have been made, in fact, "ever since they recognised the value of a special relationship" they had indeed, exploited it. Not in the negative since. Give and take. You're satisfied, and the company is satisfied. However, the difficulty is trying to implement strategies to incorporate this concept across the entire market base.--Jae-min.

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I'd tend to agree with April, but maybe there's something to be said here along those lines--I mean, suppose there were well-known criticisms of CRM along along those lines. Then it might be worthwhile including such criticisms in the article (attributed, of course). The criticism itself sounds like one that could be made of a lot of academic-invented concepts, though (it's hardly new to say that academics make up jargon just in order to be able to have an exclusive, new conceptual field to play in), and we probably wouldn't want to include criticisms like this on every Wikipedia page about such academic-invented concepts. --Larry Sanger

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I'm a bit confused: does CRM refer to the software, the business strategy that makes use of the software, or both?

It interests me that Larry advocates attributing criticisms of CRM to reputable sources. That sounds reasonable, but why not also cite reputable sources regarding the definition and explication of the CRM concept? Who is promoting this concept? Just companies like Oracle? Are there business school or organizational theory academics who promote it as well? Can we name some names here? (And Larry, I do notice the irony in saying this without yet doing anything about my Rationality article.) Who is using this term, and for what purposes?

-- Ryguasu

CRM is an amazingly widespread concept by now. Who is "promoting" it has sort of been lost in the fold, as it is by now so old that at least in terms of jargon its widespread throughout industries and not pushed by any one company. MS has a CRM package, as does Infor, vTiger is the Open Source implementation, etc.

It is a combination of things. Mostly it is a business outlook which can be facilitated with software. The concept revolves around changing a business from being "product centric" to being "customer centric." For more information, I suggest A Practical Guide to CRM by Janice Reynolds. --Nachtrabe 21:23, 13 February 2007 (UTC)