Six Sigma returns to CRM: some say the statistical improvement methodology is a perfect fit.(CRM TRENDS AND NEWS ANALYSIS)(customer relationship management)

CRM Magazine, November, 2004 by Compton, Jason

During the height of Six Sigma's popularity some subject experts said that what it could do for the shop floor it could do just as well in the sales office. As the economy contracted, the dialogue about using this statistical business improvement methodology for CRM initiatives largely disappeared.

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Now it's back, and its proponents say the idea is more relevant than ever. "What it has taken people time to really grasp is that CRM is a process," says David Silverstein, president of Break-through Management Group. "If your goal is to increase your win rate with customers, that's a process. Once you define your objectives, Six Sigma applies. A good CRM system will really help with the data collection and analysis."

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