The Peppers and Rogers Group surveyed a number of business leaders from companies that are at the forefront of CRM. One of the questions was "How do you define CRM?"

Over half of the respondents (65 percent) said CRM is moving a company from a product-centric focus to a customer-centric one. Fifty-one percent felt CRM is using IT tools to achieve incremental business improvements, and 41 percent view CRM as making customer information available to all customer contact personnel.

 
   
  The Peppers and Rogers Group  
 
 
 
User Community

By managing the various consumer input points (Product Registration, Rebate Processing, Web Store, Extended Support Plans and others) this Application builds a manageable, actionable community of consumers, enabling manufacturers to remain in touch with their consumers deep into the product lifecycle.

Through the User Community, consumers are offered personal web pages, in the Manufacturer's branding (and accessible through the Manufacturer's site) that provide a complete profile of products they own, service information, dates of purchase, available accessories, warranty countdown clock, owners guides and other product-relevant documentation and information.

Standard Features Include:

  • Emails triggered by Registration, Purchase Data, Manufacturer Warranty and product activities.
  • Product-relevant content linking from external web sites
  • Manufacturer can upload custom content into the User Community

 
Optional Features

  • Upgraded customization of the fields and branding beyond the scope of the HTML templates provided

 
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