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CRM and Service Management

Customer Relationship Management is the generic term for software that helps companies to maintain and improve the quality of their relationships with customers. By storing information about customers and prospective customers centrally, and distributing that information to all departments, all company representatives are able to see a complete view of the customer, irrespective of their particular role. CRM software remains a challenging application to implement.

CRM requires top level management commitment, the involvement of personnel from all functional areas in the implementation team, step-by-step rather than “Big Bang” implementation and plenty of patience all round – successful CRM software implementation takes time and supplier selection is crucial.

CRM systems can be used to create, assign and manage requests made by customers, such as call center software which helps direct customers to agents.[2] CRM software can also be used to identify and reward loyal customers over a period of time.

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CRM Software Blog

The futureproofing power of customer feedback

As the business world becomes more and more competitive, the importance of standing out from the crowd cannot be underestimated. Customer feedback is one of the best ways to ensure businesses are emphasising their provision, as well as measure customers’ needs and...

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Integrated CRM from WinMan speeds processes for Extronics

Cheshire-based Extronics is a fast-growing specialist manufacturer and supplier of electrical and electronic equipment for use in hazardous areas. As a strongly sales-led organisation it needs a robust and capable Customer Relationship Management (CRM) system, but it...

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