Customer relationship management (CRM) refers to the practices, strategies and technologies that companies use to manage, record and evaluate customer interactions in order to drive sales growth by deepening and enriching relationships with their customer bases.
What customers expect from a CRM System is to better manage the knowledge around their customer's network, to make a real difference in the attrition of new customers and the retention of existing ones. This is achieved by working around 4 main components : Sales, Marketing, Customer Feedback and Customer Support.
Nexell use the Business Opportunity Canvas to map, iterate and align your CRM with your Business Strategy.
The Business Opportunity Canvas is a tool for strategic thinking and engineering needs. It was designed by TradeYourMind.com and based on the SEAM methodology (Systemic Enterprise Architecture Method), developed by the Laboratory for Systemic Modeling of the EPFL - Ecole Polytechnique Fédérale de Lausanne, one of the most famous engineering schools in Europe.
CRM Consulting is delivered in the form of a workshop(s) of 3-4 hours, grouping 4-5 key stakeholders. Some extra-work is required to compile collected information during the workshop(s) and perform related analysis, such as SWOTs, cost estimations, action plans and finally issue the CRM Roadmap. A presentation to Management usually closes the consulting mandate.
The 5 major benefits of use are:
- Doesn’t require a specific knowledge or preparation by the customer
- Applied specifically in the scoping of needs, redesign or audit phases
- Aligning your IT strategy with your business challenges
- Quickly deployed in 2-3 days
- A powerful tool to communicate around projects and strategies
Contact us to see how we can support your CRM needs.