services

CRM

Customer Relationship Management (CRM), in our opinion is the most crucial among all the Extended Enterprise Applications, since it takes care of the revenue side of your enterprise value chain. CRM implementation covers mainly Sales, Marketing and Service functions of your organization. It allows you to create efficient sales opportunities, through compelling marketing campaigns based on analyzed customer data and opportunities for cross and up-selling your existing or new products/services. CRM implementation success therefore leverages heavily on the experience of professionals, who have had hands on experience in the disciplines of sales, marketing and customer care. Our CRM practice is backed by professionals with extensive marketing experience and covers the entire gamut of activities starting from CRM strategy formulation to implementation planning, deployment and support. Our CRM implementation methodology includes the following steps:

• Assessment of your current CRM practices across sales, marketing and customer care functional areas and the extent to which they are catering to your customer needs. Assessed gap areas are then bench-marked against competition.
• Formulation of CRM strategy specific to your organization on the basis of your overall business strategy.
• Preparing evaluation criteria for CRM product or customized solution and selecting a solution in line with your CRM strategy and business process requirements.
• Developing CRM technology architecture along with its interfaces with your existing applications, so that deployment and integration processes and issues are foreseen and planned for.
• Drafting CRM implementation roadmap & project plan.
• Establish performance matrices and measurable targets.
• Product customization or customized solution development, implementation, integration and deployment.
• End user training and change management work-shops.
• Post implementation support.