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Maintaining co-ordinated and effective customer management across your organisation is hard enough when it’s mostly undertaken from a single building, spreading it out across a number of domestic and remote locations on differing devices, operating systems, and security and storage settings, is enough to make most organisations feel a little anxious at best! However, this is becoming more and more representative of the way we now work (even without you know what!) and those companies which have focused on improving and simplifying their CRM systems, whilst simultaneously measuring employee and customer engagement, are likely to be those best placed to continue effectively through this crisis.
We’re all customers – and we all feel most valued and impressed when organisations use technology to make our journey as quick and smooth as possible. And whilst technology is a key component, culture is even more critical. If one half of your organisation buys in and updates your CRM, while the other half doesn’t, your CRM data will be unreliable, and your customers will see this as internal confusion. Unless an organisation adopts a universal approach to recording customer data and interactions, at each step of the customer journey, the process will inevitably fall down.
Let’s take a look at an ideal scenario; I logged my order/question/complaint with Steve. Now, on a later call, I’m talking to Charmaine. Charmaine is up to speed with my order/question/complaint because she can see detailed notes of the conversation I had with Steve. And because all internal customer processes are updated to her CRM portal – Charmaine is able to see and report on the organisation’s progress with my order/question/complaint. Without an agreed company wide approach to customer interactions – the scenario above can’t happen. Charmaine and Steve may never have met, both may work from home, and yet at some point they’ve agreed to help each other (and me), as much as possible, by adopting the same approach to customer interactions.
Times may change and crises may come and go, but regardless of the physical location of their people, building loyal customer relationships and increasing customer satisfaction remain critical success factors for organisations around the world. And there is nothing better than cloud-based CRM for achieving this. Whether You’re New To CRM, Or Looking To Change Or Improve An Existing System –
CRM Champion Ltd.
“Dynamic, attentive and highly professional. Their CRM selection service saved me countless hours of frustrating research, and their marketplace report presented information in a way which made it easy to compare options related to my business needs. The implementation was extremely well managed, and the team worked hard to ensure my e-commerce website integrated beautifully.”
Sue Searle, Ecology Training UK Ltd.
“These guys are methodical and detailed, a very safe pair of hands and a great resource to know when implementing more sophisticated systems. Would highly recommend.”
Ben Stirling, Made with Maturity Ltd.
CRM Champion is an inclusive and diverse employer that supports students and new graduates to flourish at the early stage of their careers. The team are dedicated professionals who actively engage with the university to create meaningful opportunities that supports growth on all sides.
Andrea Hodges, Employment Schemes Manager, University of Exeter
Sam Snowdon, Chief Marketing Officer, BIT Group
“[They] were brilliant at pinpointing what our needs were, they produced a thorough marketplace report and as a result we have adopted a CRM system which has totally changed our way of working and made our lives so much easier.”
Lucy Thomas, Linggard and Thomas Accountants Ltd.
“[They] were instrumental in leading a challenging CRM project – taking time to understand our business and helping us to become more profitable.”
Henry Massey, Clystnet Ltd
“CRM Champion were instrumental in getting us organised and working effectively…their strong work ethic and deep knowledge will bring any project to fruition.”
GR, Airport Direct Travel Ltd.