Business Challenges - Why you need a better Customer Relationship Management (CRM) System

What exactly is Customer relationship management (CRM)?

Our customers all over Asia has taught us that Customer Relationship Management is a continuous business process to identify, acquire and retain customers.

Very often, it has been mistaken to be technology system or software that does the wonderful job. However, we believe that 80% of effort should be focus on the people and processes that will make the CRM initiative successful.

Technology is used to enhance the business processes. 

Organisation often initiate a CRM program when they face the below common painpoints:

Inefficient Management of Customer Records/History

• No centralized repository/system for customer information and history
• Marketing department unable to profile customers
• Difficult to search and maintain customer data
• Inefficient sharing of customer data between Marketing/Sales/Support

Marketing Challenges and Inaccurate ROI Measurements

• Unable to track leads response to direct marketing campaigns
• No online/automated capture of leads to distribute data entry effort
• Poor visibility into business performance

Integration

• Existing CRM system is not integrated with other back-end applications and provides limited functionality

Support Challenges

• Difficulty in tracking customer request/complaints
• Unable to monitor service officers productivity and effectiveness.