Customer Relationship Management includes the methodologies, strategies, software, and web-based capabilities that help an enterprise organize and manage customer relationships. It is the collection and distribution of all data to all areas of the business. The general purpose of CRM is to enable organizations to better manage their customers through the introduction of reliable systems, processes and procedures for interacting with those customers. In today's competitive business environment, a successful CRM strategy cannot be implemented by simply installing and integrating a software package designed to support CRM processes. A holistic approach to CRM is vital for an effective and efficient CRM policy.

This approach includes training of employees, a modification of business processes based on customers' needs and an adoption of relevant IT systems (including software and maybe hardware) and/or usage of IT services that enable the organization or company to follow its CRM strategy. CRM services can even replace the acquisition of additional hardware or CRM software licences.

The term itself is meant to describe the whole business strategy (or lack of one) oriented on customer needs. The main misconception of CRM is that it is only software, instead of whole business strategy. To be effective, the CRM process needs to be integrated end-to-end across marketing, sales, and customer service.

A good CRM program needs to do the following:

• Identify customer success factors
• Create a customer-based culture
• Adopt customer-based measures
• Develop an end-to-end process to serve customers
• Recommend what questions to ask to help a customer solve a problem
• Recommend what to tell a customer with a complaint about a purchase
• Track all aspects of selling to customers and prospects as well as customer support.

Major areas of CRM focus on service automated processes, personal information gathering and processing, and self-service. It attempts to integrate and automate the various customer serving processes within a company. (source wikipedia)

An effective CRM strategy can be a 'quick win' for almost any business, if it is done properly. We can help you develop a strategy that compliments your business. We are not aligned to any particular CRM products so we will not try and push you towards something that doesn't fit. Technology is only part of the mix. How your business processes influence your customers is the real focus.

It costs more to gain new customers than it does retain your current ones. The cost of an implementation can be several hundred to several hundred thousand but no matter how much you spend you dont want it to be money wasted. Talk to us about developing and implementing a CRM strategy. Your customers are your greatest asset. What are you doing to protect that asset?