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"Customer Relationship Management: The Winning Strategy in a Challenging Economy" As the economic environment continues to fluctuate, many organizations are asking themselves what strategies they can pursue to bring tangible business benefits while taking stock of the economic conditions. In a growth economy, businesses typically work hard to expand their customer base and spend aggressively to stoke the growth engine. When money is tight however, existing customer relationships grow in importance as organizations seek a cost-effective way to nurture business expansion. And while there is no magic pill or panacea, Customer Relationship Management (CRM) solutions can provide the foundation for sustainable growth. | Microsoft Dynamics CRM Customer Relationship Management The Winning Strategy in a Challenging Economy White Paper Date April 8th 2009 Microsoft Dynamics CRM www.microsoft.com dynamics crm CRM The Winning Strategy in a Challenging Economy Table of Contents INTRODUCTION.2 Market Backdrop.2 PLANNING for Success.2 THE ROLE OF CRM IN A CHALLENGING ECONOMY.2 CRM The Enabling Technology.2 Five Key Strategies With CRM.3 FOCUS ON EXISTING CUSTOMERS.3 Retain the Right Customers.3 Maximize Customer Profitability.4 MAXIMIZE REVENUE OPPORTUNITIES.4 Evaluate the Marketing Mix.4 Re-Prioritize Sales Investments.5 DO MORE WITH LESS.6 Streamline Business Processes.6 Improve Personal Productivity.7 REDUCE OPERATIONAL COSTS.7 Right-Size Service Costs.7 Reduce costs Through Consolidation.8 OPTIMIZE EXISTING IT ASSETS.9 Maximize the Value of Existing Systems.9 Maximize Microsoft Investments.10 A RELIABLE TECHNOLOGY INVESTMENT.10 Key Technology Requirements.10 Long-Term Vendor Viability.11 The Power of Choice.11 CONCLUSION.11 WORKS CITED.12 ADDITIONAL RESOURCES.12 1 Microsoft Dynamics CRM CRM The Winning Strategy in a Challenging Economy Introduction MARKET BACKDROP As the economic environment continues to fluctuate many organizations are asking themselves what strategies they can pursue to bring tangible business benefits while taking stock of the economic conditions. In a growth economy businesses typically work hard to expand their customer base and spend aggressively to stoke the growth engine. When money is tight however existing customer relationships grow in importance as organizations seek a cost-effective way to nurture business expansion. And while there is no magic pill or panacea customer relationship management CRM solutions can provide the foundation for sustainable growth and enable organizations to survive and thrive in these uncertain times. PLANNING FOR SUCCESS While the natural reaction for many companies in challenging times is to become inwardly focused and .
