CRM

Here is a fact:

Every business is trying to steal another businesses customer. How do you keep and grow your existing customer base?

CRM Overview

Enterprise decision-makers in every industry understand the importance of CRM (Customer Relationship Management) to their organizations. In our actual global and highly competitive marketplace, for some medium and big sized industries, CRM - just like ERP - has almost become a commodity; It is not more an option: the enterprise must become customer centric in order to compete in today marketplaces. This is necessary to create and personalize valuable propositions at the most opportune moment for the right customer across the right channel.

But why so many firms lack this types of solutions?

The success of any business comes down to its ability to create a relevant, timely relationship with each individual customer. This is all CRM is about, but it is not an easy aim: For most companies it means a change in its focus and approach. We are not talking about a “plug & play” software solution. CRM is the result of the push of technology industries on the business practices, so of course, implies the use of an integrated set of technologies in order to improve all the business processes (sales, marketing, service, etc.) that touches the customer. But People-related issues – leadership, employee inside involvement and change management – are as important –if not more- than technology itself. And there must be a ROI well defined to justify the expense. That’s why we do not implement industry “Best Practices” for a particular industry, but focus on our client specific needs;

So every successful CRM initiatives must start at the upper management as a top-down initiative, built on a clear vision to help establish a customer-focused culture; And the enterprise wide compromise with that initiative to be able to successfully roll off the proposed solution enterprise wide.

We have enough solid successes to serve as templates for how to make CRM successfully “work” for your organization.

How we do it

Our confidence in our solutions always starts with a thoroughness research to fully understand our client’s needs. We have partnered VISION (www.vision.com) to help us define critical factors and business drivers as well as the ROI measurement points. This research will end with a Solution Definition Document (SDD) that will form the roadmap for the whole solution implementation. CRM and business strategy along with the Technical strategy suited to your organization. After the assessment, we use a model to link organizational change with technology implementation. We usually take a phased approach, rather than implementing everything all at once, measuring the ROI in each phase. This enable companies to deliver a consistent, positive customer experience while leveraging their existing systems in an incremental approach that minimizes total cost of system ownership over time. Each phase will target a key business driver that aligns with corporate goals or the most critical ones for your operation. Then wait until they have delivered a measurable return on investment before proceeding to the next phase, if needed. The solution could consist of implementation of new tools to improve marketing performance, anticipate customer behavior, add value to sales, review how the company reaches the market or reorganize the company around the customer. Or all of them. Each company is unique.

Staying Competitive

If you want to learn how we can help your organization in making their relationships with their customers longer lasting and more profitable, please contact us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it.