Customer service functionality
CRM Service relates to all aspects of managing post-sales customer support issues including: Logging cases or tickets across multiple channels (including call […]
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Marketing functionality
CRM Marketing refers to tools or features which automate or help manage marketing processes. This could include: Campaign management Lead management Web […]
Sales functionality
CRM Sales covers all aspects of the sales process. This includes: Sales productivity Sales performance Sales effectiveness Pipeline management Forecasting
CRM software applications
A multitude of software solutions have been developed to manage customer relationships. While there are differences between these applications there are a […]
Enhancing CRM functionality
The CRM application will require enhancements as needs change. This can be done in-house or can be outsourced. Designing and developing new […]
Data management
Data in the CRM application is the lifeblood of a successful implementation. The benefits of CRM cannot be realized without relevant and […]
Getting the most out of your CRM implementation
Key areas to focus on when implementing or improving a CRM system. What CRM-related problem are you trying to solve? Focus on […]
Implementing change
Change management is a vital and often overlooked aspect of implementing a CRM solution. The key elements are: Communication at all levels […]
Business objectives
When implementing a CRM application focus of the business objectives to be achieved. In the beginning it makes good sense and aids […]
Managing change
When embarking on a CRM programme consider the following: Are the business needs driving the change or is the technology driving the […]