Relationships are everything – but they must be managed correctly!
CRM is a holistic approach to managing an enterprise which integrates all customer related processes across the functional divisions of the organization. The philosophy here describes the customer centric orientation of a company and the systematic design of customer relationship processes. The documentation and administration of customer relationships is an important component, and it facilitates intensive relationship marketing. This is usually carried out using a database with sophisticated software for market penetration and deploying a previously defined sales process. The objective of CRM is the creation of added value on both the customer and supplier sides in the context of a business relationship.
In the past, firms have made considerable investments in the implementation of software systems and the development of a centralized customer database. Despite this financial commitment, the enterprise philosophy was not fully devoted to attaining and maintaining good customer relationships. This lack of alignment caused the following impact:
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...stored data was not utilized to improve the quality of the customer experience.
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...allocation of resources to customer care was detached from metrics of the value of the customers to the firm.
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...services were not aligned with the customers and their benefits to the customers.
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...customers had contacts with the enterprise or experience with their products that were less than optimal.
What we can do for you:
With SC-CRM, we can accompany you from the strategy to the implementation of the required software. We can help you to refine your CRM-Strategy, for example through Change Management projects which enable your firm to focus on customer satisfaction. Our process realignment provides you not only with a design, but also with the support for its adoption. In doing so we open up to you our extensive knowledge gained from years of experience in supporting and implementing leading CRM systems (Siebel, MS Dynamics CRM, salesforce.com). Use our knowledge!
