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White Papers

CRM and Social Networking: Engaging the Social Customer -

As social networking sites explode in popularity, the hype and interest continue to build. Facebook alone topped 200 million users in 2009 (Wauter 2009). But sorting the fact from the hype can be a challenge. Social networking at a high level is described as the convergence of technologies that make it possible for individuals to easily communicate, share information, and form new communities online. But the big question today is not what social networking is, but rather what it means for businesses.

Do More for Your Customers and Your Business -

Optimising Business Productivity 

As sales, marketing, and service teams increase their productivity through use of an integrated CRM solution, both customer experience and business results improve, creating a competitive advantage.

On The Front Line -

The role of information in enhancing customer service

Customer service professionals play a critical role in most companies because they are the people customers are most often in contact with, especially when problems arise.

The Empowered Sales Team -

Enhancing productivity through the better use of information

Sales professionals create value by transforming their company’s raw product or service into a tailored solution for a customer’s needs. In a setting where customers have access to an unprecedented amount of product information, this is an increasingly challenging task.

It's all in the reports! -

Tapping the power of CRM

As you review CRM applications, you probably have discussed the role reports will play in your CRM strategy. The ability to report on all of the CRM information your users have put into your CRM system is one of the most vital benefits a good CRM strategy can provide you and your company. The difficulty a lot of companies have struggled with in their CRM systems is how to tap the real power of reports. 

Ensuring CRM Success -

CRM is about company philosophy, not just software 

Customer Relationship Management (CRM) is about company philosophy, not just software. There are a number of reasons that CRM projects fail, and all of these issues can be dealt with as part of a comprehensive customer relationship management initiative within your organisation.

Gaining Senior Management Buy-in -

Why bother with CRM?

So you think you need a CRM system and senior management doesn’t yet see the need.  What can you do to make the management see the light?

Many companies are asking these questions every single day. While some in senior management have embraced CRM, others are very cautious...

The real challenge of CRM -

Gaining Employee Buy-in?

Your company has just selected a new CRM system for your company. Congratulations should be in order.

However, your work is really just starting so there won’t be much time to rest. You know that in order for your CRM initiative to be successful, that you’ll need buy-in from your users. This buy-in starts from the top management all the way down to occasional users of your CRM system. Hopefully, you’ve selected a CRM system that all users will find extremely easy to use.

Making a Compelling Business Case for CRM -

Analysis of your need for CRM and build a strong business case

Over the next three or four years the billions of dollars spent on CRM systems in Europe mean clear winners and losers.

CRM tools offer new options and opportunities. It is now possible to customise products, prices, promotion and even place for each individual customer on a profitable basis. Competing means you have to have a customer-focussed vision as well as a product focussed one.

Managing existing customer relationship more effectively -

Customer Service can make all the difference

In these tough times, a joined-up approach to customer service can make all the difference to a growing business.

The slippery customer
We’ve all experienced companies whose left hand seems blissfully unaware of what the right hand is doing – like the bank that badgers us to open an online account when we already have one, or the mail order firm that pitches a new product even though our last order never turned up.

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