CRM Maximization
CRM Maximize

Have you maximized your CRM investment. SRD Group are specialists in Maximising CRM  / CRM Maximization of your technology investment.

Many organisations that subscribed to the promise of CRM from the mid nineties and early 2000’s have had mixed success, limited or some, even no success from their CRM investments.  More often than not though, due to the demands of the market, the requirements of the business and because of the significant investment that they have made in CRM to date, companies want and need more.  They want to raise the bar on CRM utilization and ROI - Maximising / CRM Maximization.

SRD Group has a two stepped approach to helping organisations maximize or revitalize the CRM initiatives.  Stage one consists a CRM Audit and Customer Experience Review, the outcomes of which are broadly outlined below.

• A clear understanding of how CEM and CRM relate to each other
• An in-depth and independent Customer Experience Review which will aid improvement in both CRM and other areas of the company’s business
• A clear review and recommendation for improving the Customer Experience incorporating both CRM and non-CRM initiatives
• An objective view on how the CRM technology can be used to improve efficiency and effectiveness within the organisation as well as the Customer Experience
• An objective user based review plan to address user adoption shortcomings of existing CRM implementation including application development/changes, best practice development and training
• Clear and measurable steps to achieve CRM Vision and objectives
• An outline of Key Performance Indicators (KPI) to evaluate success of CRM and Customer Experience initiatives
  

Stage Two is where the ‘rubber hits the road’.  It is  where the outcomes and plans developed in Stage one are put into action.  It will undoubtedly involve a plan based around our successful CRM Transformational Change Cycle – see CRM Change Management.