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Customer Relationship Management |
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What exactly is CRM? Experts differ, but this is our view. Our definition is taken from Francis Buttle's text book "Customer relationship management: concepts and technologies". You can download a free sample chapter here.
CRM is the core business strategy that integrates internal processes and functions, and external networks, to create and deliver value to targeted customers at a profit. It is grounded on high quality customer-related data and enabled by IT.
We offer help on a range of CRM related issues, such as CRM education, customer profitability analysis, CRM project planning, creating the business case for investment in CRM, customer retention planning, and CRM vendor selection. Find out more below.
Get a copy of Francis Buttle's new book "Social CRM - what is it and what does it mean for your business"sent to your email address by clicking here. 
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CRM education |
Customer profitability analysis |
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Want to know more about CRM? About what it is, how you can benefit and what it will cost? About the differences between analytical and operational CRM? About how to earn a good return on your CRM investments? About how to design a CRM project and roll out a CRM implementation? We have a number of off-the-shelf modules that might suit you. Alternatively, we can customize training programs to suit your specific needs. |
Not all customers are equally valuable. Some are value destroyers. Nor do all your customers have the same potential. We can help you analyze your business customers using a number of customer portfolio analysis tools. When you’ve sorted your customers into different strategic groups you’ll be able to invest in different value propositions, channel options and contact strategies for each group. Result? Improved customer profitability. |
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For more information about this service: |
For more information about this service: |
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Email: info@buttleassociates.com |
Email: info@buttleassociates.com |
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CRM project planning |
Customer retention planning |
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| Are you thinking of implementing CRM? Many CRM implementations have failed because of poor planning and project management, not because of poor technology. You do not have to join the list of failures. Based on the experiences of successful implementations elsewhere, we have designed a set of processes and tools to make sure that you run a successful CRM program. Result? A CRM program that meets your business needs. |
Do you have a well-targeted, appropriately funded, customer retention plan? Customer retention planning involves analysis of your customer base to identify which customers to retain, and the development and implementation of properly resourced customer retention strategies. We’ll help you review the effectiveness and efficiency of your present strategy and develop a better way forward. Result? Improved profitability from higher levels of retention of carefully targeted customer groups. |
| For more information about this service: |
For more information about this service: |
| Email: info@buttleassociates.com |
Email: info@buttleassociates.com |
| Creating the business case for CRM |
Technology needs/vendor appraisal |
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| The business case for CRM is built upon strong ROI delivered both through cost savings and revenue increases. We can help you identify various types of cost savings and revenue gains, compute cost and revenue impacts, and estimate ROI. Then you can decide whether to proceed to invest in CRM technology, or something else that might deliver a better return. Result? An informed decision about whether to invest in CRM. |
You have decided to implement a CRM solution but how do you go about selecting a vendor? How should you construct a vendor selection team? How to solicit proposals? Then, when you have received the proposals how do you score them? What should you look for and what is unimportant? What are the differences between on-premise and hosted solutions? How much customization should you expect? Result? Technology that matches your needs and delivers what you want. |
| For more information about this service: |
For more information about this service: |
| Email: info@buttleassociates.com |
Email: info@buttleassociates.com |
