ABSTRACT
This chapter outlines some practical guidelines for effective organization, teamwork and leadership for dynamic architectural firms focused on quality with responsiveness and flexibility, at the same time as keeping staff committed, satisfied, creative and productive. CRM is a recently coined business acronym; short for "client relationship management". CRM is "an approach to managing a company's interaction with current and potential clients. The CRM approach tries to analyse data about clients' history with a company, in order to better improve business relationships with clients, specifically focusing on retaining clients, in order to drive sales growth." CRM is a very new development: Its birth was in the early 1990s, with the development of software that facilitated tracking of customer preferences. Salesforce, the dominant player today, introduced cloud-based CRM in 2007. There is a lot written on CRM specific to our industry as well as to professional services consulting generally.
