Sales and Marketing
For the last two decades Customer Relationship Management (CRM) has provided companies with significant value in increasing visibility into sales related processes. Better revenue forecasting, resource management and issue tracking has been made possible as a result of technical advances in CRM functionality.
In some cases management has been provided at-a-glance status indicators and reporting capabilities which are making it possible to achieve revenue goals and improve operational efficiency in the sales and customer service areas.
CRM solutions vary significantly from vendor to vendor and depending on if and how the application was customized to meet the needs of the company. Some organizations have custom developed CRM solutions, mainly due to their needs not following standard CRM principles or processes.
Historically achieving a return on investment with CRM projects has not always been possible. Many projects have failed to meet expectations which in many cases have depended on the level of user adoption and the amount of data that is entered and tracked in the system. CRM implementations are ultimately either viewed as a success or another island of inaccurate data.
The Challenge:
To date, many organizations store customer information in several systems. In nearly all cases the information in these disparate systems is inconsistent which leads to customer service challenges and potential loss of revenue.
The Solution:
The ideal system leverages the data that is stored in other enterprise applications. It would allow for each CRM user type within the organization to have its own way of working with the system. This would include unique portal pages that would provide information that is specific to their role and territory, auto-population of information pertaining to their role and territory and automated notifications/tasks for the purposes of ensuring no issues or opportunities fall through the cracks.
IA has significant CRM domain experience. Whether it is a purchased off the shelf system or custom written, the solutions we provide leverage CRM best practices and are tailored to ensure that they are utilized to the fullest extent in your enterprise. Having another system that stores customer data is not the answer. Having a solution that users find accurate and useful is…