Customer Relationship Management is quite a mouthfull even when said slowly, which is probably why it is more commonly referred to as CRM.

The definition of CRM states: CRM is a broad term that covers concepts used by companies to manage their relationships with customers, including the capture, storage and analysis of customer, vendor, partner, and internal process information. (Wikipedia)

However we believe it is even more than this, we believe that CRM is a conscious business decision, and company strategy that is about delivering THE SERVICE EXPERIENCE OF A LIFETIME to your customer. It starts with your security gaurds polished shoes and ends in the gents bathrooms and it includes everything in between. The objectives of a CRM strategy should consider a company’s specific situation and its customers needs and expectations.

However because we view CRM not just a technology, but rather a comprehensive approach to an organization's philosophy in dealing with its customers it is impossible to find a software package that will deliver the change in attitude often requiered when making these decisions. No software will deliver better service if the person delivering the information is rude, unfriendly, and unhelpfull. It is therefor vitally important that staff training and attitude reprogramming be done regulary and that Senior managment fully understand the impact of this comitment.

Having said that CRM is a philosophy, why then do we find so many companies selling CRM software?

Well since we want to offer a better experience and service to our customers it is important that we have access to the data,sale, tranaction at our fingertips, which is ultimalty what CRM software delivers- Information at the touch of a button.

There are several commercial CRM software packages available which vary in their approach to CRM. This includes policies and processes, front-of-house customer service, employee training, marketing, systems and information management.It is for this reason that we have built relationships with a number of CRM software vendors, who will be able to offer insight, advise, and solutions to meet your requirements.

However never let the underlying philosphy of CRM die, as this will lead to un-met expecations and dissapointment.

Should you require a CRM solution or need help in determining your CRM requirements please contact us, and let us help to make this strategy a sucess.
 

Outsourcing can be a very profitable decision, not only in cost reduction, but it can deliver customer retention, shared resources of highly skilled labour,positive selling and upselling all of which can add value to the bottom line.

Once again we have have included the definition of Outsourcing: Outsourcing became part of the business lexicon during the 1980s and refers to the delegation of non-core operations from internal production to an external entity specializing in the managment of that operation. Outsourcing is utilizing experts from outside the entity to perform specific tasks that the entity once performed itself. (Wikipedia)

The decision to outsource should never be made lightly, and all the possible outcomes must be disgussed as often people believe they are going to remove "the problem" by simply giving it away. This never happens, the problem just gets worse and the effect on the business is extremely negative. Just because you have outsourced a department/division does not make it less important to the business as a whole. Often by outsourcing a speciic area it allows you to focus on others that you do well, making this a turning point in the company.

Outsource companies come in different shapes and sizes and have often specialized in a specfic areas i.e it is seldom that an Outsourcer who specialzes in debt collection will do telemarketing, or even customer care. Like you they have focused on what they do best, and you need to be able to trust them to deliver.

Ultimatly Outsourcing is a personal decision, about the "vibe" you get from the company, thier clients, thier success, and the fact that they will save on costs, and allow you to focus on other core competantcies.

As this is a diverse area of business and your requirements are likely to be unique we would recomend that you call us to discuss the business partners and relationshps we have in this area, and allow us to help you make a positive outsourcing decision.