Customer Relationship Management is not a technology solution.
It is a business culture and communications strategy.
It uses technology (CRM applications) to deliver that strategy.
I have proven experience in delivering both strategy and tools to make your CRM implementation a success.
IDENTIFICATION AND DEVELOPMENT OF BUSINESS PROCESSES
Working with you - and your team - to analyse your current business practices. Those that work well already may benefit from streamlining to speed them up. I can help devise and develop new processes, drawing from experience with a number of SMEs in different industries. Your work force will have (often strong) views about how business is done in your organisation and relevant examples that can help to shape CRM strategy, and it is imperative that you involve them in change in order to gain their motivation. I often run workshops to get the best from the team.
RESEARCH AND RECOMMENDATIONS OF CRM APPLICATIONS TO MEET YOUR REQUIREMENTS
Armed with relevant and factual information on your business processes, data and communications strategy you are only NOW ready to shortlist CRM applications that can deliver your objectives.
I will work with you to identify those products, research suitable partners for technical delivery if required, and support you in the decision making.
ONGOING SUPPORT FOR YOUR IMPLEMENTATION
Once your systems and strategies are implemented, there will be times when you need advice and support - to learn a new task, to change existing configuration, to resolve an issue or to incorporate some new functionality.
In addition I provide regular a regular review structure to ensure that your system continues to deliver your objectives - even when those objectives change.
ANALYSIS OF YOUR DATA AND WORKFLOW MAPPING
Before deciding on a CRM application and its configuration, it is vital to review the data that your organisation currently holds. This gives a clear picture of where your business is now in terms of its ability to learn about its customers and enables the planning of where it would like to be.
An important step is then to map out the way data and processes move through the organisation and how this affects the customer experience.
PROJECT MANAGEMENT THROUGH APPLICATION CONFIGURATION AND IMPLEMENTATION
Now you have chosen an application, it is vital that it is suitably configured to fit your business needs. Using all the information collated and defined in the processes above removes guesswork and provides a specification that can be methodically adhered to. Functionality and customisations must meet that specification and it is my job to ensure that it happens. Taking on an active delivery role between you and any application partners gives you peace of mind and gives them a clear brief.
READY YOUR BUSINESS FOR SALE
If your long term goal is to sell your business then you need to start preparing it for sale. A little like carrying out home improvements before that 'for sale' board goes up, you need to organise your business and ensure that it has operational procedures in place that will enable it to continue to trade successfully without you.
You will increase the value of your business with an operations manual, clear sales and marketing data and statistics, as well as a clean, coherent database of your customers, targets and other contacts. Implementing a CRM strategy can help you with all these objectives.
GUIDANCE ON COMMUNICATING WITH YOUR PROSPECTS, CUSTOMERS AND INFLUENCERS
There are many statistics on the number of 'touches' (or communications) that convert a prospect to a customer. Analysis of your sales process can help to pinpoint what works for your customers.
But you'll need a strategy to make sure you reach the right people in the right ways: email marketing, SMS messaging, calls, appointments, social media.
BESPOKE TASK-DRIVEN TRAINING DIRECTLY TO YOUR USERS ONSITE OR ONLINE
I can provide training on an individual or group basis, tailored to reflect your business needs. An informal, friendly and hands on approach ensures that trainees get practical tuition - I have a qualification to teach technology to adults. The key to a successful CRM implementation is the enthusiasm and ability of staff to work with it. Inevitably, change breeds discomfort, and it is my job to put your staff at ease, giving them all the knowledge and support they need to embrace their new working practices.
PLANNING TO FRANCHISE?
If you have a successful business, franchising can be a very effective way of growing. You use your existing business model as a blueprint for expansion. But instead of setting up and running new outlets yourself, you find independent investors (franchisees) who finance and manage their businesses themselves, but pay you fees for the right to use your blueprint.
To franchise your business you need to provide an operations manual (the blueprint) that shows franchisees how to replicate your success. It gives detailed information on all the key activities and how to carry them out.