Customer Relationship Management Overview
Customer Relationship Management (CRM) is a broad and sometimes
confusing area for many people. Vendors and service
providers in this area have not really helped matters, adding
industry jargon and acronyms into the mix. But quite simply,
CRM encompasses all of the "touch points" between a company and
its customers.
In many areas, especially for start-up companies, processes may
be more "free form" and the "system" paper-based. As a
company grows and matures, the need for better processes and
systems that support them becomes more critical to the business.
Companies that have high-priced and complex products with longer,
more involved sales cycles look to CRM to gain visibility into the
sales pipeline to determine how the prospects are moving through
the qualification stages. Companies that count on repeat
sales from existing customers look for ways to up-sell and
cross-sell products -- and to help identify trends in buying
patterns. Service-oriented companies look to CRM for
tracking of support issues so that it can be fed back to both the
account management team and product management to improve the
performance of the underlying products. All companies want
to ensure that they are getting the best bang from their marketing
programs, by measuring the results of each program on an
end-to-end basis.
Whatever the reason for wanting to deploy a CRM system, many
have found that it can be a daunting task. Some of this is
due to the free form nature of the processes as they exist today.
It is not enough to simply systematize them; they need to be
considered in the context of today and the future to determine if
they are appropriate to support a growing business. Other
challenges include inter-department gaps that may be exasperated
as CRM systems are implemented. CRM systems bring
changes of all types that need careful consideration,
communication, planning, and consistent execution.
At Customer Centricity, we approach each customer individually
and consider their unique requirements. As we work with the
customer, we review all areas of people, process, and technology
to understand the true scope of the issues, rather than jumping to
technology as the answer. Our experience has shown that our
methods work and deliver results far beyond what could be done
internally. Why? Because we have a wealth of
real-world experience from working with customers across a wide
range of industries solving complex customer relationship and
service management issues. We become part of your team
without being bound by what has been done in the past or political
barriers that impede change. Quite simply, we help you plan
for success, execute the plans without fear, and deliver results
in the form of delighted customers.
We encourage you to explore our web site to get more
information about our approach and services. You can use the
links below to get started:
Typical Engagements
Our Customers
Why Customer Centricity?
Contact Us
Service Management
In addition to CRM, we also work with a number of companies on
effective service management. This too requires focus less
on functions and components and more on an approach guided by
business process. The importance of upper management leading by
example to promote this culture should not be under-estimated.
For more information on our
Service Management practice, please folllow the link below:
Service Management
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