Customer Relationship Management

Practices

The world of CRM applications can be organized in three basic areas:

• Databases
• Call Centers
• Sales Force Automation (SFA)
• Customer Care

Our approach

We believe that all CRM applications should focus on the customer, through a comprehensive, scalable, flexible solution that embraces a company's overall strategic principles.

Prior to a CRM solution, we seek to answer the following sequence of questions:

• What is the most suitable operational design given the goals established by the commercial plan of the company?
• As a result, what kind of contact network should the company establish with customers to develop Marketing, Sales and Customer Service functions?
• What part of the corresponding processes could become more effective through CRM applications such as Data marts, SFA Systems, E-commerce or Customer Care?

 

Our services include varied alternatives of collaboration:

• We evaluate the way the company analyzes, sells to, and services its customers, offering a diagnosis of the current status and presenting recommendations to improve their CRM.
• We design CRM models that optimize commercial functions, once specific goals are defined. This design allows the company to control project development to the extent it has accurate parameters for customer portfolio (algorithms of analysis and probing), sales contacts (efficiency/ effectiveness), sales cycle (duration), and operational costs (ratios, percentages).
• We suggest action plans with clear priorities and stages so the company's implementation plan does not interfere with current operations.
• We help the client, from an independent viewpoint, in buying the best combination of software, hardware and communications available in the market. We seek -in a rational, systematic, and objective manner- multiple sales tools, operations, and customer care alternatives, taking into account the project's ROI.
• We walk the company through project implementation, where it can make use of our specialized knowledge that allows evaluating:
  • unexpected occurrences that may come up during implementation
  • efficacy of installation staff
  • difficulties in the organization to deal with changes
• We train the company's Human Resources staff in the use of CRM solutions as a strategic corporate tool.
• We run processes, databases or networks on behalf of the company until it adds them to its structure. In this alternative, the company can accommodate its timetable through parallel work, choosing - without hurry- the specialized personnel, and testing new systems without interfering with regular processes.
• We are familiar with commercial decision maker's codes and needs. In our opinion, CRM solutions cannot mend a poor commercial strategy nor make up for the flaws of those in touch with customers. As a result, our approach addresses both commercial and technological aspects implicit in the CRM processes. This is one of our main strengths.