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Customer Relationship Management

Take the guesswork out of your marketing, sales, and customer service and build enduring partnerships with insight-driven customer relationship management.

Customer Relationship Management

A Platform for Customer
Relationship Success

Customer relationship management (CRM) systems combine data from different sources to give you a 360° view of all your leads, prospects, and customers. With this data as the starting point, create synergies that transform the experience throughout the customer lifecycle.

A Platform for Customer Relationship Success

More Leads

  • Segment customers by value, buying patterns, etc.
  • Personalize campaigns for each group.
  • Analyze response and fine-tune your multi-channel strategies.

More Sales

  • Prioritize leads based on value.
  • Minimize admin tasks and optimize sales time.
  • Keep track of all interactions on a single dashboard and leverage upselling and cross-selling opportunities.

Better Customer Service

  • Harmonize interactions informed by a shared knowledge base of purchase history, complaints, and feedback.
  • Anticipate needs, identify recurring issues, and provide prompt and proactive support.

More Leads

  • Segment customers by value, buying patterns, etc.
  • Personalize campaigns for each group.
  • Analyze response and fine-tune your multi-channel strategies.

More Sales

  • Prioritize leads based on value.
  • Minimize admin tasks and optimize sales time.
  • Keep track of all interactions on a single dashboard and leverage upselling and cross-selling opportunities.

Better Customer Service

  • Harmonize interactions informed by a shared knowledge base of purchase history, complaints, and feedback.
  • Anticipate needs, identify recurring issues, and provide prompt and proactive support.
Salesforce CRM

A SaaS platform, Salesforce CRM has a rich ecosystem of complementary apps made available through Marketplace.

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Microsoft Dynamics 365

Microsoft Dynamics 365 is a time-tested CRM integrated with a well-known suite of applications from Microsoft and others.

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CRM: Benefits At a Glance

  • Unifies customer data for easy access by all customer-facing teams
  • Gives visibility into leads and their progress through the lead pipeline
  • Helps segment and target leads accurately and quickly
  • Qualifies and ranks leads based on custom criteria
  • Automates repetitive marketing and sales tasks
  • Ensures timely follow-up of both new and sales-qualified leads
  • Helps prioritize tasks and optimize schedules
  • Coordinates and standardizes sales processes
  • Speeds up both B2B and B2C sales cycles
  • Improves collaboration between marketing, sales, and customer support departments
  • Gives insight into key performance metrics
  • Ensures consistent experience, improving customer satisfaction

Know Who Your Customers Are

Studies show that missteps in the sales process can cost you dearly even if you have price and product advantages. These mistakes arise primarily from not knowing who your customers are, which in turn happens because you are partly memorizing data and partly storing it in disconnected applications and spreadsheets. CRM takes a more rigorous approach to storing, organizing, and utilizing customer data. In doing so, it becomes the single source of truth for your organization. All the information your sales, marketing, and customer service teams need to work on a day-to-day basis is right at their fingertips.

Improve Lead Capture

Your marketing team is giving a hundred percent towards generating quality leads for your business. The next step is to funnel those leads into your sales pipeline without losing any. Forget scouring random spreadsheets and apps for lead data—CRM does it in a fell swoop for you. It automatically captures lead data from landing pages, web forms, lead magnets, phone calls, emails, social platforms, and chatbots. Thus, with CRM, you not only get a picture of who your leads are but also where they come from. This information is helpful to understand where your marketing efforts are more effective and adjust spending accordingly.

Improve Lead Management

In the pre-CRM world, you would have hit all your leads with the same email and waited, fingers crossed, for a response. In the CRM world, outreach is not left to chance. You can segment your leads and curate journeys that are in lockstep with your potential customers’ intentions. Through lead nurturing, you can demonstrate to your prospects what a good fit you are, at a pace determined by them. It is where CRM is most helpful. You can set up automated workflows to distribute content that inspires customers to take the next step. The lead scoring system in your CRM, meanwhile, helps you identify the hot prospects and prioritize sales activities.

Improve Sales Efficiency

CRM is all about working smarter, not harder. With all the data available at a click and workflows to do all the heavy lifting, your sales team can be more intentional with their time. Want to optimize daily schedules? Identify the most valuable opportunities based on custom criteria. Got multiple leads to assign and calls to schedule? Automate those tasks. Want to check for patterns in sales? Analyze interactions and purchases. Want to track performance? Schedule periodic activity reports. CRM streamlines and standardizes sales; even if a salesperson leaves your organization, the process will resume smoothly.

Improve Customer Retention

High-value returning customers are an organization’s greatest asset. Remember, acquiring a new customer is five to seven times more expensive than retaining an old one. With CRM, it is easier to discover opportunities to upsell and cross-sell to your existing customers. Of course, not everything is about sales. You want to build partnerships that wow your customers and turn them into your ardent advocates. This requires holistic lifecycle management, which you are well-equipped to do with a CRM that absorbs every detail, every interaction between you and your customer, whatever the medium of exchange—email, phone, chatbot, or social media.

Know Who Your Customers Are

Studies show that missteps in the sales process can cost you dearly even if you have price and product advantages. These mistakes arise primarily from not knowing who your customers are, which in turn happens because you are partly memorizing data and partly storing it in disconnected applications and spreadsheets. CRM takes a more rigorous approach to storing, organizing, and utilizing customer data. In doing so, it becomes the single source of truth for your organization. All the information your sales, marketing, and customer service teams need to work on a day-to-day basis is right at their fingertips.

Improve Lead Capture

Your marketing team is giving a hundred percent towards generating quality leads for your business. The next step is to funnel those leads into your sales pipeline without losing any. Forget scouring random spreadsheets and apps for lead data—CRM does it in a fell swoop for you. It automatically captures lead data from landing pages, web forms, lead magnets, phone calls, emails, social platforms, and chatbots. Thus, with CRM, you not only get a picture of who your leads are but also where they come from. This information is helpful to understand where your marketing efforts are more effective and adjust spending accordingly.

Improve Lead Management

In the pre-CRM world, you would have hit all your leads with the same email and waited, fingers crossed, for a response. In the CRM world, outreach is not left to chance. You can segment your leads and curate journeys that are in lockstep with your potential customers’ intentions. Through lead nurturing, you can demonstrate to your prospects what a good fit you are, at a pace determined by them. It is where CRM is most helpful. You can set up automated workflows to distribute content that inspires customers to take the next step. The lead scoring system in your CRM, meanwhile, helps you identify the hot prospects and prioritize sales activities.

Improve Sales Efficiency

CRM is all about working smarter, not harder. With all the data available at a click and workflows to do all the heavy lifting, your sales team can be more intentional with their time. Want to optimize daily schedules? Identify the most valuable opportunities based on custom criteria. Got multiple leads to assign and calls to schedule? Automate those tasks. Want to check for patterns in sales? Analyze interactions and purchases. Want to track performance? Schedule periodic activity reports. CRM streamlines and standardizes sales; even if a salesperson leaves your organization, the process will resume smoothly.

Improve Customer Retention

High-value returning customers are an organization’s greatest asset. Remember, acquiring a new customer is five to seven times more expensive than retaining an old one. With CRM, it is easier to discover opportunities to upsell and cross-sell to your existing customers. Of course, not everything is about sales. You want to build partnerships that wow your customers and turn them into your ardent advocates. This requires holistic lifecycle management, which you are well-equipped to do with a CRM that absorbs every detail, every interaction between you and your customer, whatever the medium of exchange—email, phone, chatbot, or social media.

CRM Implementation
Considerations

CRM is famously beneficial—and notoriously failure-prone. It is not a technology failure by any account, but a strategic failure. There is a lot of groundwork to be done before taking the big step. And a big step it is, given how CRM forces you to think differently about sales and your organizational model as a whole.

Why do you want a CRM?

Identify the goals you want to achieve. If those goals align with CRM’s greatest strengths—lead management.. and sales improvements—you are in for great success. If it is majorly about sales reporting, monitoring, or forecasting, ROI might not be commensurate.
Show More

Do you have the buy-in?

CRM calls for new processes and capabilities. From the C-suite to your sales team, you need buy-in from every.. quarter for successful CRM adoption. Remember, while the productivity benefits are immediate, the financial benefits are more long-run.
Show More

Consider the costs.

As with any technology, there are transparent and hidden costs. Service plans, subscription costs, and.. implementation fees widely vary from one platform to another. Assess your needs, including the number of users, integrations, automation, and customizations required before narrowing down your choice.
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On-premise or cloud?

If you want complete control over your data and servers and can cover the high upfront and maintenance costs,.. on-premise CRM is a good choice. If you need on-the-fly access, flexible payment options, and easy customization, SaaS or Cloud CRM is the better choice.
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Build, buy, or customize?

Your business has grown, and your needs have changed. Should you swap your old CRM for a new one? Industry wisdom.. suggests unless the new system satisfies at least 60% of your requirements, it is better to customize your existing system or build a new one.
Show More

Implementation takes time.

It can be a few weeks or a few months, depending on the project scope and the legacy systems in place. The chief.. implementation steps include data discovery, cleansing, migration, customization, integration, and training. Rushing through any stage can be counterproductive in the long run.
Show More

Why do you want a CRM?

Identify the goals you want to achieve. If those goals align with CRM’s greatest strengths—lead management and sales improvements—you are in for great success. If it is majorly about sales reporting, monitoring, or forecasting, ROI might not be commensurate.

Do you have the buy-in?

CRM calls for new processes and capabilities. From the C-suite to your sales team, you need buy-in from every quarter for successful CRM adoption. Remember, while the productivity benefits are immediate, the financial benefits are more long-run.

Consider the costs.

As with any technology, there are transparent and hidden costs. Service plans, subscription costs, and implementation fees widely vary from one platform to another. Assess your needs, including the number of users, integrations, automation, and customizations required before narrowing down your choice.

On-premise or cloud?

If you want complete control over your data and servers and can cover the high upfront and maintenance costs, on-premise CRM is a good choice. If you need on-the-fly access, flexible payment options, and easy customization, SaaS or Cloud CRM is the better choice.

Build, buy, or customize?

Your business has grown, and your needs have changed. Should you swap your old CRM for a new one? Industry wisdom suggests unless the new system satisfies at least 60% of your requirements, it is better to customize your existing system or build a new one.

Implementation takes time.

It can be a few weeks or a few months, depending on the project scope and the legacy systems in place. The chief implementation steps include data discovery, cleansing, migration, customization, integration, and training. Rushing through any stage can be counterproductive in the long run.

CRM, Marketing Automation, ERP: How Are They Different?

CRM, Marketing Automation, ERP: How Are They Different?

Some overlapping functions of CRM, marketing automation, and ERP tend to confuse decision-makers. All three are enterprise solutions that serve different needs. They work in conjunction and collectively contribute to business performance.

Enterprise Resource Planning (ERP) solutions have enterprise-wide use, including planning, forecasting, supply chain management, order processing, and payroll management. Many ERPs have a CRM component as well.

Marketing Automation is owned by the marketing department to generate, track, and nurture leads through online and offline channels. It is further used to evaluate campaign performance and optimize marketing spend.

CRM shares some features of ERP (automated order processing and quote preparation) and those of marketing automation (lead nurturing). Its principal purpose is to streamline sales and improve customer satisfaction.

Reach out to our implementation experts to set up a fully customized CRM solution.

Resources