We employ a three phased methodology in getting your organisation CRM enabled. Typically we will sit with you and spend a significant amount of time at your business to ensure that we have a firm understanding of what your customers needs are and how your organisation is resourced. This is all before we will even start trying to make suggestions and recommendations with regards a CRM plan.
The three phased methodology includes:
1. Understanding Customer needs
We have taken a very different approach to research. The understanding that people will often tell you what you want to hear when you ask them a question was key in the development of the way we do research for our clients. Rather than asking what, for example, we’ll ask why. This is always the starting point to ensure that the end result is centred on customer needs and expectations.
2. Strategy Formulation
The how of where you want to get to is perhaps where most CRM initiatives fail. We often talk the talk where customers are concerned, but all our planning remains centred on “growing revenues”, “cutting costs”, “increased production” etc. It is only when your customers form an integral part of your strategy that they will feel like you actually value their business, it’s that simple.
In order to get a CRM strategy to work and work well it is essential that the right resources are in place. Technology is one of these, but not the be all and end all. iQiniso will help you identify what you need to get your CRM strategy to fly and to integrate these resources seamlessly into your organisation.
iQiniso maintains that this three phased methodology will ensure that the end result of the CRM initiative is a CRM plan that will succeed. At the end of the day as important as it is to invest in CRM, it is equally important to realise a return on that investment in the long term.