Customer relationship management (CRM)

In simplistic terms, customer relationship management (CRM) is a software solution designed for the effective management and tracking of relationships between the client and existing customers. CRM is a solution that has been developed to streamline data and workflows for an improved customer experience.

Not only does implementing a CRM system improve the communication channels between existing users and the client, it can offer valuable insights into the customer journey. Such insights support the development of improved products and services that appeal to new target audiences and geographic. CRM is a data driven application that can provide huge benefits to any organisation looking to understand how their customers interact with their brand at any given moment. Provisions, such as the customer lifecycle, workflow management and statistical generation are customisable elements that can be tailored for specific data sets, providing a transparent and full view of the customer journey.

Implementing a bespoke CRM system ensures a single data point for the effective storage and management of customer data. Authorised access can be granted from multiple locations and provide an on-the-move view of logged calls and task management; a benefit for the executive who is always on the move. CRM is an effective management tool that supports leadership decisions that are based on data and analytical capabilities that track the customer journey and engagement with a brand.

Customers of today expect excellent levels of service and issue resolution at the tap of a button. Failure to provide clear complaint procedures can not only damage trust in customer services, it can result in a user leaving a negative online review for the world to see.

Complaint hierarchies are an essential function to understand where and how improvements can be made and safeguard an organisation against loss of custom. CRM will record the entirety of an interaction and any measures that were implemented to resolve or escalate a complaint. Effective call logging is essential should a customer get back in touch in the future.

CRM is especially useful for marketing departments who wish to understand where to focus their marketing efforts. Targeted campaigns are developed from data driven insights and therefore support the creation of customer relevant promotions that appeal to specific tastes and attitudes.

During our consultations, our developers will agree on the desired design and functionality that best supports our client’s individual goals and requirements. Each build will be seamlessly integrated with minimal disruption to a business, using agile CRM APIs.