What is CRM (Customer Relationship Management)?

Customers often think they need a “CRM”, but there is much misunderstanding with customers about what CRM means and what it should be used for.

CRM Software vendors are particularly good at selling their solution as the answer to a company’s CRM problems. 

However, there are usually a number of organisation, process, governance and data issues, that need to be addressed to ensure the CRM solution is effective. In addition a clear strategy is required on how a CRM solution should be used to achieve the organisation’s objectives. These objectives are usually focused on:

  • Acquiring customers
  • Retaining customers
  • Cross selling customers
  • Reducing costs.

We help you define what you can achieve from a CRM solution, help you select the right platform and set up the processes and governance for success.