Implementing CRM Pays - Success Stories

CRM benefits can be measured and quantified using CRM applications. This could result in an increase in revenue. The benefits that a company gains from its implementation of CRM are assured despite the fact that there are those who dispute that.

The benefits of CRM implementation are huge. They include:

• Higher percentage of cross-selling
• Attracting new customers
• Closing deals faster
• Quicker and more efficient response to customer leads and customer information
• Simplification of marketing and sales processes
• Understanding customer needs
• Better customer service
• Improved responsiveness and understanding
• Building customer loyalty
• Build a knowledge base for customer support
• Control marketing campaigns
• Analyzing marketing campaigns
• Viewing the actual profit of each campaign
• Quickly view customer statistics and analytics
• Maintain exact info about the target market
• Store product prices and information
• View sales statistics and analytics
• Control current projects
• Achieve excellent customer service
• Being aware of customer needs/ reacting to them
• Understanding and responding to customers' needs
• Maintaining consistency
• Achieving an efficient, integrated business system
• Achieving organizational discipline

Most companies who employ CRM have their own success stories to tell. We've incorporated a few. Here's a look at some of the company profiles.

Bell Canada

Bell Canada is the largest communications company in Canada. It has 28 million customers and provides communication services to residential and business customers.

The company provides its customers with easy to use solutions that are simple as well. They cater communication requirements like the telephone, internet, wireless, voice over IP and digital television and provide information and technology to top business enterprises. Bell Canada boasts of providing excellent products to a wide range of industries.

DHL

DHL is the world's biggest delivery network. It aids fast, uninterrupted shipping of commodities the world over. It leads in international express. Its offices can be found in over 220 countries worldwide. DHL provides large, small and mediocre industries the world over. It assists them with their transportation requirements. DHL manages to assist with a company's logistics and shipping requirements. Despite the fact that DHL was founded to handle only the bills of lading between the San Francisco and Honolulu the company did manage to establish offices in places all over the world. This expansion resulted ultimately in the setting up of offices in places as diverse as Africa and the Middle East.

Canon

Canon pioneers in information systems. It helps businesses and consumers to acquire and store information. Canon is a company that leads in digital imaging and networking etc. Its products include printers, image filing systems, black and white and color copiers, facsimile machines, camcorders, printers, semiconductor, equipment, cameras and lenses etc. The company has developed new technologies that improve the working environment and products so as to ensure success.

Travelex

Travelex is the largest non-bank provider of foreign exchange services worldwide It provides solutions for businesses worldwide. It offers innovative products at very affordable prices and does manage to help companies handle their travel, through a host of ways including the provision of travel consultants who are able to advice customers. Travelex manages global payments and receipts.

Steps to Becoming a CRM Success Story

• Companies should adopt stringent rules that ensure that the organization finds appropriate solutions for its customers.
• Objectives need to be fixed prior to starting on a CRM project. Also the existing processes need to be integrated with the solution.
• Assessing data quality issues should be undertaken compulsorily and companies need to make sure that they undertake the required measures before implementing CRM.
• A company should strive to understand the problems of the customers in order to secure CRM benefits.
• Create a single view about the customer with all the information available about him and make this information easily available to every one in the organization. Doing this is most essential.
• Outside resources need to be brought in if required. The need for outside resources has to be carefully studied and adopted if essential.
• Dynamic changes are possible only when sufficient technology is in place. IT enables this as it facilitates change within the organization and enables it to adapt. Hence the IT department needs to be incorporated in all respects.
• All information should be cleansed before entering.
• The solution should aid organizational objectives to the hilt.
• The various departments should be collaborated.
• Organizations should endeavor to clearly Establish Clear Business Objectives and a business plan as well that is in sync with the CRM goals also.
• A company needs to secure the acceptance of its employees to the CRM implementation
• Organizations also need to initially and right through the implementation involve top management as this is crucial to success.
• Consultants should be availed of. Their expertise would go a long way in getting the most out of the CRM benefits.

Related Articles

Bell Canada's Phenomenal Success with CRM
Canons CRM's Success Soars
DHL's Phenomenal Success with CRM
Travelex's Phenomenal Success with CRM