CRM Overview

CRM if often mistaken as simply 'a software package' which maintains contacts and our engagement.  However, CRM means our business operation model. 

The name itself would suggest that the core is ‘relationship management’ and that is exactly what it is.  Business is about growth, delivering products/services to our contacts and servicing their needs.

In order to engage and deliver end to end services to our customers, prospects, opportunities, partners, consultants and suppliers we require a multitude of technical products to support the deliverables and our services.

A CRM strategy enables our organisation to review the business as a whole and review end to end processes.  This process enables us to identify where, how and which technical solutions are required to support the business as a whole.

The core of any business is its contacts and the engagement with them. Technical systems enables us to collaborate and share our knowledge providing cross company engagement and customer services.

This in turn enables us to market, sell, process orders, service our customers, identify needs, cross sell and up sell more effectively.

The diagram below demonstrates an example of a ‘Contact Centric Universe’:

Upon identification of your business strategies, processes and technologies that are required to support your business a scope of works/blueprint is developed enabling delivery of supporting solutions.

We hold workshops or one-to-one sessions either face to face or via webex with your teams to identify current processes, Key Performance Indicators and pain points.  We then develop a series of documents to support the business process, a design of technical solutions and the customisations required within the products to support the business requirement. 

We assist our customers in the implementation of the required supporting technologies.