There’s a great definition of CRM from Wikipedia:
“Customer relationship management (CRM) is a widely implemented model for managing a company’s interactions with customers, clients, and sales prospects. It involves using technology to organize, automate, and synchronize business processes—principally sales activities, but also those for marketing, customer service, and technical support.”
There are many companies that provide automated solutions, ranging from large enterprise systems offered by Oracle, SAP, and Microsoft; SaaS services such as Salesforce.com, HubSpot and Pipeline; and smaller desktop oriented applications such as ACT! by Sage. The most frequent usage is for sale force automation, marketing automation, and customer service case management.
Effective use of CRM systems can give an organization significant productivity gains and an advantage over competition. Frequently, however, there are issues that can arise during implementation and operation that impede effectiveness.
- Planning – Helping you define your issues and objectives
- Sales Force Automation – We can work with you to establish a contact management system for tracking and recording every stage in the sales process for each prospective client, from initial contact to final disposition.
- Marketing Automation – We can work with you to design, implement, track and measure multi channel campaigns, including email, search, social media, telephone and direct mail. Metrics monitored include clicks, responses, leads, deals, and revenue.
- Customer Service and Support – We can help you create a case management system to manage requests made by customers.
- Analytics and Reporting – We can help you with sales analytics to monitor and understand client actions and preferences, through sales forecasting and data quality and predictive analytics to improve segmentation and targeting to maximize effectiveness of online, offline, and search marketing campaigns.
We can help you implement an effective CRM solution in a variety of ways. If you would like to learn more, we would be happy to meet and discuss your opportunity, conduct a needs assessment and formulate a strategy and plan.