Customer Relationship Management: The Key to Growth. White Paper. Caltech IT Ltd.

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Customer Relationship Management: The Key to Growth. White Paper. Caltech IT Ltd. www.caltech.co.uk"

Transcription

1 Customer Relationship Management: The Key to Growth White Paper Caltech IT Ltd

2 CONTENTS Introduction The Marketplace CRM: The Foundations of Success Three to Thrive Acquire Profitable Customers Get More from your Marketing Spend Increase Sales Team Effectiveness Retain and Maximise Existing Customers Knowledge the Key to Effective Customer Relations Gain Efficiencies Improve Business Processes Help Employees to Excel Simplify IT Assets Conclusion

3 Introduction This White Paper sets out the role of customer relationship management (CRM) technology in supporting organisations to thrive in spite of current adverse economic conditions. The Marketplace Although economic conditions are challenging, the opportunity for growth remains. Successful organisations will fight the temptation to batten down the hatches and simply hope for stability. Instead, they will develop new strategies which strive for growth and competitive advantage, while taking account of the economic conditions. This is when the value of customer relationship management (CRM) solutions can be truly experienced, and is a proven way to shore up your business when times are tough, and build lasting growth that sees beyond an economic downturn. Of course, any investment must give demonstrable benefit, with an almost immediate and significant payback. That s why implementation of any CRM solution must be carefully thought through and the support of experienced professionals can pay dividends in the long run. CRM: The Foundations of Success CRM technology, when placed at the heart of an organisation, can have an almost immediate impact on the bottom line, helping organisations to win profitable customers and to better serve existing customers. At Caltech, we help our customers reap maximum benefit from their CRM investment by ensuring the solution helps them thrive in three ways:

4 Three to Thrive 1. acquire profitable customers direct marketing and sales investment appropriately to win the most profitable customers 2. retain and maximise existing customers ensure consistent interactions and service levels to maximise revenue opportunities and keep customers for the long-term 3. gain efficiencies improve operational performance by using CRM to automate routine tasks, establish best practice processes and evaluate the most effective sales and marketing channels. 1. Acquire Profitable Customers Stork Cooperheat, a specialist provider of heat equipment and services, used CRM to consolidate customer data and respond to customers quickly, doubling the department s global sales. 1.1 Get more from your marketing spend When times are tough, it s tempting to cut back on marketing spend. However, those that stay focused on their strategic goals resist this temptation and instead press for a higher return on marketing investment. This means marketing professionals need to find ways of generating new revenue opportunities in the fastest and most cost-effective way and this, critically, is dependent upon the availability of accurate and timely information. A well implemented CRM application will bring together multiple sources of information to support decision-making, allowing marketing campaigns to be targeted most effectively. CRM, when implemented and used effectively, enables marketing teams to make quality decisions about: Prospects from initial identification through to segmentation and evaluation, the CRM tool can help to focus resources where they are likely to have most effect. Effective prospecting means marketing and sales resources are directed appropriately, and that revenue forecasts are accurately developed

5 Campaign management good, up-to-date information about customers and prospects enables marketeers to develop tailored communication programmes which are likely to have more effect that a one size fits all approach. In addition, a unified information source means marketing teams can monitor and adjust their approach as market conditions or customer status changes Evaluation CRM allows marketing teams to track lead generation from each activity, so organisations can direct resources appropriately through an understanding of what channels are most effective Make all interactions count the CRM tool should act as a single information source for all interactions with prospective or existing customers. This means the results of sales or service interactions, as well as marketing activities such as mailings, telesales, events or web-based campaigns, can be merged on the CRM solution, providing a complete picture of an organisation s interactions. 1.2 Increase Sales Team Effectiveness A sales force is a valuable commodity possibly, one of an organisation s most costly resources. With this in mind, it s imperative that sales people spend their time selling, and less time chasing fruitless leads or jumping through administrative hurdles. The CRM tool should act as a sales force s compass. It should help the organisation understand where it stands today, and point in the direction it needs to take. Used to its full potential, the CRM tool should be an integral part of the sales team at the start of the sales cycle it should help qualify leads, allowing resources to be directed appropriately. Automatic triggers can be built into the system to ensure the desired contact programme is fulfilled, and subsequent win-loss data can be collated and analysed, allowing organisations to continually hone their strategy for optimum success. 2. Retain and Maximise Existing Customers Betech 100pt, now the UK s premier trade stockist of quality motion control products, used CRM to build strong relationships with their trade partners which made Betech more effective and drove their business in an alternative, profitable, direction. It s commonly known that it s significantly cheaper to retain existing customers than to acquire new ones. So it makes sense to focus resources which help to build customer loyalty, increasing spend and longevity.

6 A good CRM system means: detailed customer profiles can be built information about every interaction and purchase by each customer is held in a central repository. This reduces the risk of confusion or misunderstanding when managing customers, helping to improve customer satisfaction and provision of consistent service levels customer spend can be analysed this allows appropriate resources to be used in managing the customer marketing and sales activity is joined up campaigns can be managed more effectively as all teams are using a single source of information. 2.1 Knowledge the key to effective customer service A great customer experience must be balanced with the need to control cost. An effective CRM tool can help make service improvements whilst reducing costs associated with managing customers, both by making agents more effective, and by automating data entry processes. Automated data entry processes give benefit to both customers and organisations. For customers, they allow data to be gathered which enables routing to the most appropriate service adviser, reducing frustration and heightening the opportunity for the query to be resolved with just one call. For advisers, the automatic generation of service cases, complete with pre-populated standard fields means advisers have the necessary detail available to handle the query most effectively and can save valuable time. And because all information about the customer including historic data is held in one place, the adviser can more quickly handle the query as they have access to contextual information. The nature of the CRM system means any escalations can be seamlessly transferred to a supervisor who has access to a full and complete record.

7 3. Gain Efficiencies Caltech took time to understand our business and our process mapping. They got a real feel for what we wanted to get from CRM. The NHS Information Centre. Hays Travel, the UK s largest independently owned travel agent, benefitted from CRM which helped them improve staff efficiency, communication and quality of the customers experience. When budget is reined in and capital expenditure more difficult to justify, businesses that remain committed to growth look to alternative ways of achieving their strategic goals. Often part of the solution lies in an honest review of operational practice to seek ways to do more with existing resources. This usually means a review of processes to ensure they are supporting the organisation s goals and being implemented in the most effective way. 3.1 Processes Improvement All businesses operate with a series of processes, often built around the most basic functions of the organisation and almost always repetitive tasks. These processes are vital to an organisation s success they are what drive consistent service levels, fast decision-making and best practice. However, whether designed or simply the product of the business s evolution, there is usually much advantage in ensuring processes are working effectively and that employees are involved in only tasks that cannot be automated. It is important that managers continually analyse the processes that accomplish the required results and understand which series of events were less successful. CRM technology can be used to automate many of these every day processes, thereby reducing the operational costs involved. Workflows can be built to ensure faster and more effective decision making, and a smoother management of the customer or prospect. For example, the CRM tool can be used to implement the desired sales and marketing approach to ensure appropriate action is taken on each opportunity before the prospect moves to the next stage in the sales cycle. This means sales and marketing resource is used to best effect, and the conversion rate is maximised. Successful processes are key to all successful organisations. CRM reporting makes it easy to identify the most effective processes, and to ensure they are established across the organisation.

8 3.2 Help Employees to Excel In an age where information is all-important, CRM tools can play an important role in ensuring employees are able to work effectively, adding maximum value to the business. Customers want to be helped quickly, and by the first person they speak to. They want quick solutions and correct answers. CRM means employees have the right information in the right place at the right time, empowering them to be effective and provide high quality service to customers. Of course, this means the CRM needs to be intuitive, easy to use and complimentary to other systems in use across the business. CRM can highlight VIP customers and highlight whether the customer has any service cases open. It gives easy access to historic information - who has been dealing with the case and what action has been taken to date. As well as providing access to information, the CRM tool should be feature-rich, allowing sales and marketing teams to undertake tasks which achieve revenue. This means developing marketing campaigns and sales follow-up with accuracy. They must have confidence that the system will automatically suppress those who have opted out of particular communication types. 3.3 Simplifying IT Assets As organisations grow, their IT infrastructure tends to grow too. Soon, a number of disparate systems are in use, often with overlapping and conflicting data. It can be a time-consuming and costly exercise to unravel the discrepancies, and produce a less than ideal experience for the customer. In addition, it can be more complex to maintain a number of systems, and add to the training costs too. Providing one unified system with a single presentation format, or user interface, means employees can access all the necessary information in one place, without the need to switch from one application to another. This makes it easier for them to make good decisions, and reduces the risk of wasted time and effort. A single source of knowledge means all employees are singing from the same hymn sheet and have a full and complete view of the customer.

9 A good CRM system will continue to evolve with an organisation, comprising accessible configuration tools to enable companies to further tailor the user interface. It should also allow companies to further develop their capabilities, allowing other applications to be added as necessary to support processes such as recruitment, supplier management and facilities management. As well as a centralised CRM solution it is critical that all systems which involve customer transactions are integrated accounting software is a good example. This supports the end-to-end customer experience. Conclusion In uncertain times, it s all too tempting to focus on gaining efficiencies from inside the company, saving money rather than making it. And, while it may be more uncomfortable to invest in existing assets in a downturned economy, this, coupled with a drive to gain operational efficiencies, is often an ideal time to gain competitive advantage. To succeed in a challenging economy, companies must keep focused on their strategy and find ways to achieve more with less. Tools which help companies maximise revenue opportunities and reduce operational costs will help strengthen the organisation and position it well for a secure future. CRM is a powerful tool which, if fully harnessed, can play a vital role in sales, marketing and service provision. However, to produce the required impact, it must be implemented with care. Correctly integrated with other IT applications, and aligned with business processes, a CRM tool can be immensely powerful, helping an organisation to gain better market positioning beyond an economic downturn. Working with experts at Caltech, reduces the risk of wasted time, effort and money and means you can reap the full benefit of a CRM system from the outset. You just ask for something and it s done. Caltech s ideas and influence to use the system effectively really work for GG Glass. GG Glass Independent Glass and Glazing Company

10 About Caltech Caltech has a proven track record in designing and implementing CRM solutions across a range of industries. Working with Caltech reduces the risk of wasted time, effort and money and means you can reap the full benefit of a CRM system from the outset. Established in 1999 by Phil Callaghan, it is now one of the UKs leading suppliers and implementers of Customer Relationship Management (CRM) software. Based near Leads, it works with clients to manage their customer contact strategies, operational processes and daily business functions in order to maintain audience loyalty, increase awareness and ultimately drive sales by recommending, implementing, integrating and developing a variety of cutting edge database packages. Caltech is able to tailor every system to the specific needs of its clients whether it is an SME or large blue chip organisation and regardless of its IT capability. Customer service is at the very heart of everything that Caltech does and is committed to meeting and exceeding expectations in the most effective way possible, leaving a real sense of confidence. Long term and successful integration is when CRM works best so Caltech, unlike many of its competitors, is not just a supplier the team works on an ongoing basis with every client to develop specific systems so they work hand in hand with existing software, from accounts systems to telephony packages, ensuring optimum results every time. Hays have benefited from improved efficiency, communication and quality Carole Hodgson, Hays Travel The introduction of Goldmine and QuoteWerks has played a major part in the doubling of my department s global sales since the introduction of the two systems. Nigel Bleackley, Stork Cooperheat You just ask for something and it s done. Caltech have given us an exceptional system, their ideas and influence to use the system effectively, really work for GG Glass. The transformation was achieved when we took on GoldMine, making us leaner and meaner. It was revolutionary. Chris Benson, Managing Director Betech 100pt. The Microsoft Dynamics CRM Event Manager Accelerator is exceptional. We use this tool for managing our many conferences, delegate badges and lists. The Information Centre NHS

Tailored CRM Increases Productivity and Enhanced Client Experience

Tailored CRM Increases Productivity and Enhanced Client Experience Tailored CRM Increases Productivity and Enhanced Client Experience Client : Vertical Market : Requirement : Solution: Sheffield Royal Society for the Blind Not for Profit, Third Sector To effectively manage

More information

2006 www.insight.com/uk

2006 www.insight.com/uk How to choose a CRM System How to choose a CRM System This guide is designed to help you build a business case for a CRM system, form an effective project team, ask the right questions, identify the challenges

More information

How to Choose a CRM System

How to Choose a CRM System When it comes to Customer Relationship Management (CRM) it s important to understand all the benefits of an integrated system before beginning your selection process. That s why we created this guide to

More information

How to Choose a CRM System.

How to Choose a CRM System. How to Choose a CRM System. Contents How to Choose a CRM System... 3 Understanding CRM... 4 Getting Started... 5 Understanding the Core Components of CRM... 6 Involve the Right People... 7 Select a System

More information

Sage 300 Distribution

Sage 300 Distribution Sage 300 Distribution Win new markets, satisfy your customers, deliver high-quality products and services and steer your business in the right direction with Sage 300 Distribution! In this ever increasing

More information

CRM. Booklet. How to Choose a CRM System

CRM. Booklet. How to Choose a CRM System CRM Booklet How to Choose a CRM System How to Choose a CRM System When it comes to Customer Relationship Management (CRM) it s important to understand all the benefits of an integrated system before beginning

More information

Sage CRM. Communicate, Collaborate, Compete with Sage CRM

Sage CRM. Communicate, Collaborate, Compete with Sage CRM Sage CRM Communicate, Collaborate, Compete with Sage CRM FEATURES AT-A-GLANCE FOR ALL USERS Easy to use with fresh look and feel Fully customisable interactive dashboard End-user personalisation of interface

More information

CRM MICROSOFT BUSINESS SOLUTIONS AXAPTA. A more efficient organisation overall

CRM MICROSOFT BUSINESS SOLUTIONS AXAPTA. A more efficient organisation overall CRM MICROSOFT BUSINESS SOLUTIONS AXAPTA Microsoft Business Solutions Axapta CRM empowers you to maximise benefits from all of your business relationships and generate profit. Key Benefits: Achieve greater

More information

Introduction to Customer Relationship Management (CRM) Systems

Introduction to Customer Relationship Management (CRM) Systems Introduction to Customer Relationship Management (CRM) Systems CRM systems give organisations the technology and business processes to easily identify, acquire and retain profitable clients. CRM applications

More information

Sage CRM Focused Sales Management

Sage CRM Focused Sales Management Sage CRM Focused Sales Management Equipping your sales team with the complete customer information and the necessary tools to enable them to do their job effectively is very important. Sage CRM empowers

More information

Benefits to you. Account & Contact Management. Sales & Quotations Marketing & Campaigns Customer Service & Support Project & Event Management

Benefits to you. Account & Contact Management. Sales & Quotations Marketing & Campaigns Customer Service & Support Project & Event Management Account & Contact Management Sales & Quotations Marketing & Campaigns Customer Service & Support Project & Event Management Benefits to you Work as a team see a unified view of each customer accessible

More information

IBM Global Business Services Microsoft Dynamics CRM solutions from IBM

IBM Global Business Services Microsoft Dynamics CRM solutions from IBM IBM Global Business Services Microsoft Dynamics CRM solutions from IBM Power your productivity 2 Microsoft Dynamics CRM solutions from IBM Highlights Win more deals by spending more time on selling and

More information

Improving contact center productivity and customer satisfaction with a proven portal solution.

Improving contact center productivity and customer satisfaction with a proven portal solution. Portal solutions for contact centers Executive brief January 2006 Improving contact center productivity and customer satisfaction with a proven portal solution. Page 2 Contents 2 Executive summary 3 Contact

More information

Focused Sales Management

Focused Sales Management Focused Sales Management Make the most of every sales opportunity. directs your sales efforts towards the most profitable, most winnable deals, and helps you make the most of cross-selling and upselling

More information

Customer Relationship Management Submitted in partial fulfillment of the requirement for the award of degree Of MBA

Customer Relationship Management Submitted in partial fulfillment of the requirement for the award of degree Of MBA A Seminar report On Customer Relationship Management Submitted in partial fulfillment of the requirement for the award of degree Of MBA SUBMITTED TO: SUBMITTED BY: www.studymafia.org www.studymafia.org

More information

Lead Management CRM Marketing Automation Powerful. Affordable. Intuitive. gold-vision

Lead Management CRM Marketing Automation Powerful. Affordable. Intuitive. gold-vision Unify your communications with Gold-Vision, a fully featured CRM solution with customer Contact, Sales, Marketing, Projects and Events. Gold-Vision stands out from the crowd with interactive dashboard

More information

SAP CRM RAPID DEPLOYMENT SOLUTION. Package Overview

SAP CRM RAPID DEPLOYMENT SOLUTION. Package Overview SAP CRM RAPID DEPLOYMENT SOLUTION Package Overview Agenda About Acorel Introduction of Rapid deployment Solution RDS for SAP CRM Overview Solution RDS - Timeline Implementation Costs RDS - Summary 2 3

More information

Customer Relationship Management (CRM)

Customer Relationship Management (CRM) Customer Relationship Management (CRM) Customer relationship management, or CRM, is an approach to doing business that can transform the performance and profitability of an organisation. It is about putting

More information

Managing all your customer interactions Ambit CustomerConnect

Managing all your customer interactions Ambit CustomerConnect RETAIL BANKING Customer Management Human. PRODUCT SHEET Managing all your customer interactions Ambit CustomerConnect SunGard s Ambit CustomerConnect provides banks with an integrated, centralized solution

More information

Customer Relationship Management (CRM) Business Guide. Superfast Business Wales

Customer Relationship Management (CRM) Business Guide. Superfast Business Wales Superfast Business Wales Customer Relationship Management, or CRM, is an approach to doing business that can transform the performance and profitability of an organisation. Business Guide Customer Relationship

More information

Customer Relationship Management - a strategic approach

Customer Relationship Management - a strategic approach Sage CRM Solutions Customer Relationship Management - a strategic approach Managing interactions with prospects and customers effectively and profitably is a fundamental part of business. Success depends

More information

Sage CRM. Sage CRM v7.1 Cloud. sagecrm.com/trial

Sage CRM. Sage CRM v7.1 Cloud. sagecrm.com/trial Sage CRM Sage CRM v7.1 Cloud sagecrm.com/trial Sage CRM provides your business with a complete view of prospect and customer interactions, enabling effective communication throughout the organisation.

More information

Sage CRM Targeted Marketing Effectiveness

Sage CRM Targeted Marketing Effectiveness Sage CRM Targeted Marketing Effectiveness Gaining a deeper understanding of your customers and their buying behaviour is critical in today s competitive marketplace. Sage CRM provides powerful tools for

More information

DELIVERING EXCEPTIONAL CUSTOMER CARE

DELIVERING EXCEPTIONAL CUSTOMER CARE REAL WORLD SCENARIOS Volume 1 Cases 1-4 DELIVERING EXCEPTIONAL CUSTOMER CARE WINNING THE HEARTS OF YOUR CUSTOMERS BUILDing THE FOUNDATION STREAMLINing SUPPORT CASES GAINing A COMPETITIVE ADVANTAGE knowing

More information

Enhancing productivity. Enabling success. Sage CRM

Enhancing productivity. Enabling success. Sage CRM Enhancing productivity. Enabling success. Sage CRM Customer Relationship Management Customer Relationship Management (CRM) is far more than just a software application. It is a business solution that gives

More information

Enhance Your. Business Relationships. SageCRM. with. www.sagesoftware.co.in

Enhance Your. Business Relationships. SageCRM. with. www.sagesoftware.co.in Enhance Your Business Relationships with SageCRM www.sagesoftware.co.in Accelerate Your Performance with True 360 Business Visibility Imagine: Your top sales professional calls your best customer to sell

More information

Targeted Marketing Effectiveness

Targeted Marketing Effectiveness Targeted Marketing Effectiveness Plan, execute and measure your campaigns An invaluable tool for marketers, helps you to plan, execute, and measure the success of every marketing campaign. It becomes much

More information

Sage CRM I White Paper. Enhance Your Business Relationships With Sage CRM

Sage CRM I White Paper. Enhance Your Business Relationships With Sage CRM I White Paper Enhance Your Business Relationships With Accelerate Your Performance With True 360 Business Visibility Imagine: Your top sales professional calls your best customer to sell him a new product.

More information

DOCUMATION S SELF-SERVICE PORTAL

DOCUMATION S SELF-SERVICE PORTAL Documation is a leading provider of document-centric workflow and content management software, delivering services and solutions to businesses and organisations in the UK, Europe and around the world.

More information

An Oracle White Paper October 2010. Siebel Financial Services Customer Relationship Management for Banking

An Oracle White Paper October 2010. Siebel Financial Services Customer Relationship Management for Banking An Oracle White Paper October 2010 Siebel Financial Services Customer Relationship Management for Banking Executive Overview Banks are in constant interaction with customers. A winning and proven strategy

More information

Oracle Telesales. Comprehensive Customer Management. View of Business Activities Across Operating Units

Oracle Telesales. Comprehensive Customer Management. View of Business Activities Across Operating Units Oracle Telesales Oracle Telesales is an inside sales application, optimally designed for contact center professionals, whether they are inbound or outbound telesales agents. Oracle Telesales provides a

More information

CUSTOMER RELATIONSHIP MANAGEMENT FOR MANUFACTURING

CUSTOMER RELATIONSHIP MANAGEMENT FOR MANUFACTURING WWW.HSO.COM The rise of CRM and how it s transforming business interactions CUSTOMER RELATIONSHIP MANAGEMENT FOR MANUFACTURING Why customer loyalty pays dividends Delivering a personal experience Unsurprisingly,

More information

Sage MAS 90 and 200. Extended Enterprise Suite S

Sage MAS 90 and 200. Extended Enterprise Suite S Sage MAS 90 and 200 Extended Enterprise Suite S An End-to-End Approach to Business Software At Sage, we ve been supporting businesses like yours with world-class business software for well over a quarter

More information

THE OPTIMIZER HANDBOOK: HOW DOES LEAD MANAGEMENT HELP BUSINESSES?

THE OPTIMIZER HANDBOOK: HOW DOES LEAD MANAGEMENT HELP BUSINESSES? THE OPTIMIZER HANDBOOK: HOW DOES LEAD MANAGEMENT HELP BUSINESSES? 1 When a business is serious about customer relationship management, commonly known as CRM, having the proper lead management program to

More information

Digital Marketplace - G-Cloud

Digital Marketplace - G-Cloud Digital Marketplace - G-Cloud CRM Services Core offer 9 services in this area: 1. Dynamics CRM Upgrade Services Utilising this service, Core will undertake an evaluation of your current CRM platform. We

More information

A dedicated CRM solution which helps you to place your customers at the centre of your business.

A dedicated CRM solution which helps you to place your customers at the centre of your business. MICROSOFT DYNAMICS CRM A dedicated CRM solution which helps you to place your customers at the centre of your business. Increase customer retention, productivity and revenue with this fully-integrated

More information

Accounts Payable Automation: Top 9 Reasons to Automate: The Essential Guide to Why Your Business Needs to Automate its Invoice Processing.

Accounts Payable Automation: Top 9 Reasons to Automate: The Essential Guide to Why Your Business Needs to Automate its Invoice Processing. Whitepaper Accounts Payable Automation: Top 9 Reasons to Automate: The Essential Guide to Why Your Business Needs to Automate its Invoice Processing. June 2014 Overview Reducing costs, improving performance,

More information

Executive Summary. Client Onboarding. The Missing Piece of the Client Onboarding Puzzle: How to Move Seamlessly from Onboarding to Trading KYC

Executive Summary. Client Onboarding. The Missing Piece of the Client Onboarding Puzzle: How to Move Seamlessly from Onboarding to Trading KYC An Industry Briefing Prepared by: Executive Summary KYC Settlements Client Onboarding Credit Accounts Legal The Missing Piece of the Client Onboarding Puzzle: How to Move Seamlessly from Onboarding to

More information

Enhancing productivity, enabling. Success. Sage CRM

Enhancing productivity, enabling. Success. Sage CRM Enhancing productivity, enabling Success. Sage CRM Customer Relationship Management Customer Relationship Management (CRM) is far more than just a software application. It is a business solution that gives

More information

Changing The Way You Do Business

Changing The Way You Do Business 3E Changing The Way You Do Business Today s Challenges The legal and professional services industry is constantly evolving. Today s landscape looks much different than it did even one year ago. Competition,

More information

Focused Sales Management

Focused Sales Management Focused Sales Management Make the most of every sales opportunity. directs your sales efforts towards the most profitable, most winnable deals, and helps you make the most of cross-selling and upselling

More information

Whitepaper The Role of Customer Relationship Management (CRM) Solutions for the Outbrokerage

Whitepaper The Role of Customer Relationship Management (CRM) Solutions for the Outbrokerage Whitepaper The Role of Customer Relationship Management (CRM) Solutions for the Outbrokerage Agency Management Case Managers Underwriting Specialists Table of Contents The opportunity...3 The advantage

More information

If you would like more detailed information about Caspian CRM products and services, or would like an on-line or personal demonstration, please

If you would like more detailed information about Caspian CRM products and services, or would like an on-line or personal demonstration, please If you would like more detailed information about Caspian CRM products and services, or would like an on-line or personal demonstration, please contact us on info@caspiansoftware.com or just call us on

More information

THE RIGHT FOUNDATION FOR IMPROVING YOUR CUSTOMER INTERACTION

THE RIGHT FOUNDATION FOR IMPROVING YOUR CUSTOMER INTERACTION DISCOVER THE POWER OF ALCATEL CONTACT CENTERS THE RIGHT FOUNDATION FOR IMPROVING YOUR CUSTOMER INTERACTION An unhappy customer is rarely a customer for long! Securing customer loyalty is vital to developing

More information

Customer Relationship Management

Customer Relationship Management IBM Global Business Services CRM Customer Relationship Management Solutions from IBM Global Business Services Do you really know your customers? How do they like to interact with you? How do they use your

More information

Better procurement, spend control and cash-flow visibility. Purchase-to-Pay Canon Business Solutions

Better procurement, spend control and cash-flow visibility. Purchase-to-Pay Canon Business Solutions Better procurement, spend control and cash-flow visibility Purchase-to-Pay Canon Business Solutions Purchase-to-Pay automation for unified governance across procurement and finance. This is your introduction

More information

Get your businesses going in the right direction with a targeted list of permission based emails. Don t get into spam. Get into their hearts.

Get your businesses going in the right direction with a targeted list of permission based emails. Don t get into spam. Get into their hearts. EMAIL MARKETING Get your businesses going in the right direction with a targeted list of permission based emails. Don t get into spam. Get into their hearts. PERMISSION SEGMENTATION SUCCESS We all are

More information

Enhancing Productivity. Enabling Success. Sage CRM

Enhancing Productivity. Enabling Success. Sage CRM Enhancing Productivity. Enabling Success. Sage CRM Customer Relationship Management Customer Relationship Management (CRM) is far more than just a software application. It is a business solution that gives

More information

CUSTOMER RELATIONSHIP MANAGEMENT FOR SME BANKING SYLLABUS

CUSTOMER RELATIONSHIP MANAGEMENT FOR SME BANKING SYLLABUS SYLLABUS This course is intended for those interested in how to develop and deliver a Customer Relationship Management based approach for SME banking customers. It is geared for senior and middle management

More information

Why the CRM system you ve got doesn t do what you want

Why the CRM system you ve got doesn t do what you want 1 Why the CRM system you ve got doesn t do what you want Why the CRM system you ve got doesn t do what you want If you often find yourself wondering why your CRM system is not really making your life easier

More information

JENZABAR EX. Exceptional insights. Extraordinary results. JENZABAR EX

JENZABAR EX. Exceptional insights. Extraordinary results. JENZABAR EX JENZABAR EX Exceptional insights. Extraordinary results. JENZABAR EX JENZABAR EX A Proven Solution for Higher Education Jenzabar EX is a comprehensive, fully-scalable administrative platform designed specifically

More information

Data Products and Services. The one-stop-shop for all your business-to-consumer data requirements

Data Products and Services. The one-stop-shop for all your business-to-consumer data requirements Data Products and Services The one-stop-shop for all your business-to-consumer data requirements Put data and insight back at the heart of your marketing Knowing who to target, when, via what channel and

More information

Achieve Customer Loyalty with Hosted CRM Software

Achieve Customer Loyalty with Hosted CRM Software Achieve Customer Loyalty with Hosted CRM Software Salesboom.com Customer satisfaction is important to any small business and is shown through clients repeatedly coming back to you due to your service.

More information

Specialist staffing software. Achieving Recruitment Best Practice

Specialist staffing software. Achieving Recruitment Best Practice Specialist staffing software Achieving Recruitment Best Practice Content Page Content Page Achieving Recruitment Best Practice 3 Information Value 4 Business Development 5 Effective Resourcing 7 Understanding

More information

Described as visionary in the Gartner Magic Quadrant for Sales Force Automation, SugarCRM software is our open-source CRM tool of choice.

Described as visionary in the Gartner Magic Quadrant for Sales Force Automation, SugarCRM software is our open-source CRM tool of choice. Service Description: Customer relationship management (CRM) is a crucial function for most organisations. If a customer is left unsatisfied, it is up to the customer relationship specialists to resolve

More information

Sage ERP Accpac Version 6.0

Sage ERP Accpac Version 6.0 Sage ERP Accpac Version 6.0 Web-Enabled ERP for the Mid-Market Unparalleled Freedom of Choice The multi-tier architecture of Sage ERP Accpac Version 6.0 provides customers with the FREEDOM to choose operating

More information

ORACLE TELESALES ORACLE DATA SHEET KEY FEATURES

ORACLE TELESALES ORACLE DATA SHEET KEY FEATURES ORACLE TELESALES KEY FEATURES Maintain customer and contact information View of business activities across operating units Lead and opportunity management Quote and order management Forecast management

More information

Delivering Customer Delight... One Field Agent at a Time!

Delivering Customer Delight... One Field Agent at a Time! Delivering Customer Delight... One Field Agent at a Time! BORN for Field Service Management FieldOne Sky - Enterprise Field Management Solutions The most advanced, comprehensive and adaptable enterprise

More information

CRM Marketing Automation Buyers Guide

CRM Marketing Automation Buyers Guide 2 CRM gn n i io t e at k ar om M ut A Buyers Guide CHAPTER 1 Introduction M Contacts e Process The term CRM (Customer Relationship Management) has long been used in the enterprise world, but is becoming

More information

TOP 10. Features Small and Medium Businesses

TOP 10. Features Small and Medium Businesses Introduction Once thought of as only relevant for enterprises, CRM technology is increasingly being used by small and medium businesses across industries. Even the smallest organizations recognize the

More information

Take your event management to a whole new level of success. sign up today 30 day free trial

Take your event management to a whole new level of success. sign up today 30 day free trial Take your event management to a whole new level of success. your complete venue scheduling and event management solution call toll-free 1-866-920-7996 or email sales@eventpro.net Simplify scheduling and

More information

6 Steps to Creating a Successful Marketing Database

6 Steps to Creating a Successful Marketing Database 6 Steps to Creating a Successful Marketing Database Why Invest in a Marketing Database? An organisation that has an ineffective marketing database, multiple databases that cannot communicate with one another,

More information

CRM On Demand now hosted locally in Europe. An Oracle White Paper 2011

CRM On Demand now hosted locally in Europe. An Oracle White Paper 2011 CRM On Demand now hosted locally in Europe An Oracle White Paper 2011 Innovation, fuelled by the rapid development of new technologies, continues to drive competitive advantage in the area of customer

More information

US ONSHORING OFFERS SUPERIOR EFFECTIVENESS OVER OFFSHORE FOR CRM IMPLEMENTATIONS

US ONSHORING OFFERS SUPERIOR EFFECTIVENESS OVER OFFSHORE FOR CRM IMPLEMENTATIONS US ONSHORING OFFERS SUPERIOR EFFECTIVENESS OVER OFFSHORE FOR CRM IMPLEMENTATIONS Whitepaper Eagle Creek Software Services March 2015 Introduction CRM services are shifting from a focus on point solution

More information

Sage ERP Accpac Version 6.0. Web-Enabled ERP for the Mid-Market

Sage ERP Accpac Version 6.0. Web-Enabled ERP for the Mid-Market Sage ERP Accpac Version 6.0 Web-Enabled ERP for the Mid-Market Unparalleled Freedom of Choice The multi-tier architecture of Sage ERP Accpac Version 6.0 provides customers with the FREEDOM to choose operating

More information

Driving Profits from Loyalty

Driving Profits from Loyalty Driving Profits from Loyalty Overview 1 P a g e 5 Steps to Driving Profit from Loyalty 1. Customer Portfolio Analysis This is the first step on the road to customer profitability where we can begin to

More information

Innovative & agile business solution for suppliers

Innovative & agile business solution for suppliers Innovative & agile business solution for suppliers Smart flexibility. Delivered. 1 UMAX - The utility solution Certified by Microsoft, delivering smart flexibility UMAX is the answer for utilities looking

More information

Understanding The Benefits Of Unified Communications And Hosted VoIP

Understanding The Benefits Of Unified Communications And Hosted VoIP Understanding The Benefits Of Unified Communications And Hosted VoIP oip Having Unified Communications (UC) in place can benefit not only your organisations but also your employees and customers. The Benefits

More information

10 ACD/CRM Questions Answered. Table of Contents

10 ACD/CRM Questions Answered. Table of Contents 10 ACD/CRM Questions Answered Table of Contents INTRODUCTION 1 1) What are the basics? 1 2) We already have integrated our ACD with a CRM...Haven t we? 1 3) What Can I Expect for CRM Availability Beyond

More information

Customer Relationship Management (CRM) Business Guide. Superfast Business Wales

Customer Relationship Management (CRM) Business Guide. Superfast Business Wales Superfast Business Wales Customer Relationship Management, or CRM, is an approach to doing business that can transform the performance and profitability of an organisation. Business Guide Customer Relationship

More information

Creating the customer experience

Creating the customer experience Creating the customer experience INSIGHT. EXECUTION. ADVANTAGE. Customer experience outsourcing that transforms business performance 3 Your customer management future 5 The Webhelp difference 8 Services

More information

CRM and KM integration: its time has come

CRM and KM integration: its time has come WHITE PAPER CRM and KM integration: its time has come An integrated look at the functions of CRM and Knowledge Management today s business environment INTRODUCTION Until very recently, customer relationship

More information

Sage 300 Finance. Sage 300 Finance. Industry Solution. Generic to all Industries and Organisations. Target. Business Processes. Business Challenges

Sage 300 Finance. Sage 300 Finance. Industry Solution. Generic to all Industries and Organisations. Target. Business Processes. Business Challenges Sage 300 Finance Ensure you stay competitive in today s global economy with Sage 300 Finance! We offer you far more than simple financial accountability and compliance. Allow your business to evolve with

More information

MOBILE MOBILE WAREHOUSE OPERATIONS MOBILE WAREHOUSE OPERATIONS OVERVIEW MOBILE SALES MANAGEMENT MOBILE FIELD SERVICE

MOBILE MOBILE WAREHOUSE OPERATIONS MOBILE WAREHOUSE OPERATIONS OVERVIEW MOBILE SALES MANAGEMENT MOBILE FIELD SERVICE WAREHOUSE OPERATIONS FIELD SERVICE SALES MANAGEMENT WAREHOUSE OPERATIONS SALES MANAGEMENT FIELD SERVICE OVERVIEW 2Mobile Warehouse Operations Key Benefits Get up and running rapidly Accurate and timely

More information

Marketing Automation. Why It Makes Sense. Big Data for Small Businesses Compare Business Products 2013 1

Marketing Automation. Why It Makes Sense. Big Data for Small Businesses Compare Business Products 2013 1 Marketing Automation Why It Makes Sense Big Data for Small Businesses Compare Business Products 2013 1 Table of Contents Introduction... 3 What is Marketing Automation?... 3 Reasons to Start Using Marketing

More information

Impel Customer Relationship Management (CRM)

Impel Customer Relationship Management (CRM) Impel Customer Relationship Management (CRM) Automate, simplify and manage all the information your sales organization needs with one comprehensive CRM tool. Introduction Every sales force is burdened

More information

CRM Assessment. GoldMine Solutions CRM Assessment

CRM Assessment. GoldMine Solutions CRM Assessment CRM Assessment GoldMine Solutions CRM Assessment CRM Assessment Overview This Customer Relationship Management (CRM) Assessment was created to help companies understand how well they performing with customer

More information

DELIVERING SERVICE DIFFERENTIATION THROUGH CUSTOMER EXPERIENCE. Delivering service differentiation through customer experience

DELIVERING SERVICE DIFFERENTIATION THROUGH CUSTOMER EXPERIENCE. Delivering service differentiation through customer experience Delivering service differentiation through customer experience CHASE RESPONSE MAY 2010 The marketplace Companies are facing an increasingly competitive landscape where the battle for market share and changing

More information

What is CRM: The ultimate guide

What is CRM: The ultimate guide What is CRM: The ultimate guide What is CRM: The ultimate guide Contents Introduction 2 How CRM enables you to market more effectively 10 What is Customer Relationship Management (CRM)? 4 How CRM can help

More information

Is your contact database accurate and up to date? QAS for Leisure

Is your contact database accurate and up to date? QAS for Leisure Is your contact database accurate and up to date? QAS for Leisure Is your contact database accurate and up to date? As the leisure industry continues to grow, so does the importance of ensuring the information

More information

Targeted Marketing Effectiveness with the Sage 200 Suite

Targeted Marketing Effectiveness with the Sage 200 Suite Targeted Marketing Effectiveness with the Sage 200 Suite Gaining a deeper understanding of your customers and their buying behaviour is critical in today s competitive marketplace. The Sage 200 Suite provides

More information

Perfect Customer Relationship Management (CRM) System

Perfect Customer Relationship Management (CRM) System Al-Andalus Software Development & Technology Co. Perfect Customer Relationship Management (CRM) System Product Overview Overview Perfect Customer Relationship Management (CRM) System empowers your sales,

More information

when it comes. Benjamin Disraeli to be ready for opportunity The secret of success is What is CRM? Why CRM? About Agiline CRM

when it comes. Benjamin Disraeli to be ready for opportunity The secret of success is What is CRM? Why CRM? About Agiline CRM What is CRM? Customer Relationship Management (CRM) is a strategy and a corporate philosophy that puts the customer at the center of business operations so as to increase profits by improving customer

More information

MOBILE MOBILE WAREHOUSE OPERATIONS MOBILE WAREHOUSE OPERATIONS OVERVIEW MOBILE SALES MANAGEMENT MOBILE FIELD SERVICE

MOBILE MOBILE WAREHOUSE OPERATIONS MOBILE WAREHOUSE OPERATIONS OVERVIEW MOBILE SALES MANAGEMENT MOBILE FIELD SERVICE WAREHOUSE OPERATIONS FIELD SERVICE SALES MANAGEMENT WAREHOUSE OPERATIONS SALES MANAGEMENT FIELD SERVICE OVERVIEW 2Mobile Sales Management Key Benefits Increase staff productivity Increase customer satisfaction

More information

Solution White Paper CRM Connectors

Solution White Paper CRM Connectors Solution White Paper CRM Connectors March, 2016 Todd Samalin, Sales Engineer Index Introduction... 3 Why integrate?... 3 Unified multichannel contact center... 4 Screen pops... 5 Advanced CRM Functionality...

More information

Solution White Paper. CRM Connectors. April, 2015 Todd Samalin Sales Engineer

Solution White Paper. CRM Connectors. April, 2015 Todd Samalin Sales Engineer Solution White Paper CRM Connectors April, 2015 Todd Samalin Sales Engineer Index Introduction... 3 Why integrate?... 5 Unified multichannel contact center... 6 Screen pops... 7 Advanced CRM Functionality...

More information

Terrasoft represents the new generation of cost-effective and results-producing CRM vendors focused exclusively on the mid-enterprise and SME market.

Terrasoft represents the new generation of cost-effective and results-producing CRM vendors focused exclusively on the mid-enterprise and SME market. COMPANY Terrasoft represents the new generation of cost-effective and results-producing CRM vendors focused exclusively on the mid-enterprise and SME market. Founded in 2002, the privately held company

More information

CONTACT CENTER PERFORMANCE ASSURED

CONTACT CENTER PERFORMANCE ASSURED CONTACT CENTER PERFORMANCE ASSURED DELIVER CUSTOMER EXPERIENCE WITHOUT COMPROMISE envisioninc.com HISTORY OF INNOVATION It s terrific that these products are on one platform from a single vendor it has

More information

Focused sales management

Focused sales management Focused sales management Make the most of every sales opportunity Sage CRM directs your sales efforts toward the most profitable, most winnable deals and helps you make the most of cross-selling and upselling

More information

Customer Engagement CRM

Customer Engagement CRM Customer Engagement CRM Rapid, Smarter, Personalised Customer Service Customer Engagement CRM Unified Agent Desktop Dialling and Campaign Management Knowledge Base Digital Self-Service Reporting and Analytics

More information

Innovative & agile business solution for integrated utilities

Innovative & agile business solution for integrated utilities Innovative & agile business solution for integrated utilities Smart flexibility. Delivered. 1 UMAX - The utility solution Certified by Microsoft, delivering smart flexibility UMAX is the answer for utilities

More information

SageCRM Product Overview

SageCRM Product Overview SageCRM Product Overview A complete view of your organization s customer interactions SageCRM is an easy-to-use, fast-to-deploy, feature-rich Customer Relationship Management solution with out-of-the-box

More information

Even the best CRM software in the world will not meet expectations if its implementation does not meet your specific requirements.

Even the best CRM software in the world will not meet expectations if its implementation does not meet your specific requirements. Fact: But... To maintain a competitive edge in today s tough markets, a well-implemented customer relationship management (CRM) solution has become an essential investment, increasingly so for small to

More information

Mobile technology for your world. 2 way paging

Mobile technology for your world. 2 way paging Mobile technology for your world 2 way paging Welcome to PageOne PageOne is the UK s leading mobile technology company. For 25 years, we ve been the pioneers of mobile messaging, providing award-winning

More information

TURN YOUR WEBSITE INTO A PROFIT ENGINE

TURN YOUR WEBSITE INTO A PROFIT ENGINE TURN YOUR WEBSITE INTO A PROFIT ENGINE Turning your website into a profit engine: where to start In a competitive market, generating more leads from your website traffic has become crucial to maximising

More information

Microsoft Dynamics CRM 2011 for Chartered Surveyors. For all your customer relationship needs

Microsoft Dynamics CRM 2011 for Chartered Surveyors. For all your customer relationship needs Microsoft Dynamics CRM 2011 for Chartered Surveyors For all your customer relationship needs ConsultCRM: Chartered Surveyors ConsultCRM: Chartered Surveyors Introduction The Power of Productivity Microsoft

More information

maximize efficiencies and increase revenues Unified Workflow Solutions for Commercial Printing

maximize efficiencies and increase revenues Unified Workflow Solutions for Commercial Printing maximize efficiencies and increase revenues Unified Workflow Solutions for Commercial Printing Kodak Solutions that fit your business Whatever your size, set up or scale, Kodak is a valuable resource to

More information

Transform disparate information channels into superior customer service

Transform disparate information channels into superior customer service Kodak Info Insight Platform Transform disparate information channels into superior customer service Connect communications How Artificial Intelligence creates fast, accurate responses and increases customer

More information

On-Demand CRM Executive Brief

On-Demand CRM Executive Brief On-Demand CRM Executive Brief Five Key Measurements to Monitor Sales Productivity Moving from Art to Science www.tatacommunications.com/enterprise/saas/crm.asp For many, the art of selling is just that

More information