Analyst Insight: Customer relationship management evolved from contact management, a sales-focused process for suppliers. In many cases, CRM must be rethought; it should be stood on its head, starting with customers' needs and working back to suppliers. Because most companies lack sufficient resources to satisfy every customer, this approach initially leads to frustration. But "every customer totally thrilled" is the wrong objective. To the contrary, it's critical to focus: to "wow" the most profitable customers, and serve them perfectly. Supply chain responses must match segmented and targeted relationships to build satisfaction and profit. - Robert Sabath, Principal Essentialist SCM, Trissential
Elemica, provider of a supply-chain operating network for the process industries, has launched a new version of its platform to help companies gain control over their global supply chains.
The world is going mobile, so it shouldn't come as any surprise that CRM is mobilizing too. On the other hand, the pace of mobile CRM adoption appears to be blazing, compared to general mobile use. Ironically, it seems that employees are embracing mobile CRM with about the same fervor that they've resisted desktop CRM.