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New Trends in Customer Relationship Management

Feb 18, 2010 2:57 PM

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Articles and web resources recently added to NSCA’s A/E Toolkit focus on customer relationship management (CRM) systems, which many companies use to leverage relationships and boost sales.

U.S. economists are cautiously predicting that consumers will spend more in 2010. Although CRMs are often overlooked, an effective CRM system can positively affect the following business concerns: branding; value; data analysis, including social media analysis, customer value, and customer behavior; customer experience; and personalization and customization.

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CRM is the process of taking a transactional interaction and turning it into an emotional relationship that will build longevity and loyalty to your business. The new content in the A/E Toolkit will give you tools and techniques from both the technical necessities and skills needed to improve customer relations.

This information will help NSCA members use sales tools and processes to improve business as well as to leverage these approaches to win more work. Additionally, the information helps members develop, maintain, and convert relationships into increased sales.

“The A/E Toolkit’s new content focuses on how NSCA members can benefit from customer relationship management systems, from analysis to implementation, to leverage existing and build stronger business-to-business relationships,” says Craig Park, FSMPS, associate AIA, vice president and chief marketing officer for Leo A Daly, architects and engineers based in Omaha, Neb.

Unique to the low-voltage industry, the A/E Toolkit provides essential resources for systems integrators and contractors, including more than 300 articles on best practices for working within the building industry. Anyone who registers has access to free content; NSCA members have additional access to premium content. To start using the A/E Toolkit, visit

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