Customer Relationship Management (CRM) Quotes

Here is a collection of CRM quotes for your enjoyment (and next CRM Management Report!)

(If your search for a CRM quotation (as in price) on a CRM software product landed you here inadvertently, try some of the small business CRM solutions showcased elsewhere on SmallbizCRM.)


CRM QUOTES:

“The first rule of any technology used in a business is that automation applied to an efficient operation will magnify the efficiency. The second is that automation applied to an inefficient operation will magnify the inefficiency.”
-Bill Gates

“The impact on an organisation can at times be subtle and distributed throughout the enterprise…Cost savings and productivity enhancements can be seen in saving a sales person 20 minutes per week in writing activity reports, or answering four times the volume of web-based service requests in the same amount of time.”
Mary Wardley, vice-president of IDC’s CRM applications research.

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“On average, sales and marketing costs average from 15%-35% of total corporate costs. So the effort to automate for more sales efficiency is absolutely essential. In cases reviewed, sales increases due to advanced CRM technology have ranged from 10% to more than 30%.”
Harvard Business Review

“A business absolutely devoted to Customer Service Excellence will have only one worry about profits. They will be embarrassingly large.”
-Sir Henry Ford

“The purpose of business is to create and keep a customer.”
-Peter Drucker

“We’ve spent the last 30 years focusing on the T in IT, and we’ll spend the next 30 years focusing on the I.”
-Peter Drucker

“..The 17 leading SMB companies all declared they were doing more implementations now than in 2004, with eight of them handling at least 60 percent of customer implementations… Of the winning enterprise vendors all but one does 70 percent or more of its implementations in house… He notes that CRM implementation by vendors is a trend that he predicts will eventually reach 90 percent… CRM Award Winners Survey, March, 2005”
-CRM guru, Barton Goldenberg

“Almost all quality improvement comes via simplification of design, manufacturing… layout, processes, and procedures.”
-Tom Peters

“The cost of retention is $180 per customer,” he says. “But most automotive dealerships are set up for customer acquisition – which is crazy when you consider the average cost of customer acquisition is $1,000 or more.”
Arthur Hughes, author of several books on using databases to enhance CRM.

“As an old saying at PricewaterhouseCoopers change practice used to run,”
‘OO + NT = EOO’ (Old Organisation + New Technology = Expensive Old Organisation).

“Patronage by loyal customers yields 65 percent of a typical business’ volume.”
-American Management Association.

“Successful CRM is about competing in the relationship dimension. Not as an alternative to having a competitive product or reasonable price- but as a differentiator. If your competitors are doing the same thing you are (as they generally are), product and price won’t give you a long-term, sustainable competitive advantage. But if you can get an edge based on how customers feel about your company, it’s a much stickier–sustainable–relationship over the long haul.”
Bob Thompson, CustomerThink Corporation

“…. dissatisfied customers would tell between 7-10 people while a satisfied customer would recommend a company to 3-4 of their friends.”
PIMS

“..estimating all customer service problems would double profit growth over a five-year period.”
Ventura

“80% of tradeshow leads are never followed up.”
– Center for Exhibition Industry Research (CEIR)

“The average time a sales representative spends on sales: 47%; on administrative tasks; 39%.”
– Selling Power Magazine

“Percent of qualified telemarketing leads that have only marginal follow-up: 40%; that are never called 50%.”
– LeadMaster

“1% of repeat purchases are made out of indifference and not out of loyalty.”
– Industry analysts estimate

“Dissatisfied customers communicate with 7-10 people while a satisfied customer will recommend a company to 3-4 of their friends.”
– PIMS

“The absolute fundamental aim is to make money out of satisfying customers.”

-Sir John Egan

“How you gather, manage and use information will determine whether you win or lose.”
-Bill Gates

CRM Quotes continued..

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