We made a conscious decision about 3 years ago to re-focus on productivity solutions based around our own CRM software. Over the past 18 months or so we have also found ourselves developing bespoke solutions that operate standalone (i.e. do not require our CRM software to function). These solutions range from automating manual processes, through to the complete re-write of legacy systems based on Excel spreadsheets or Access databases.
Events over the past year have highlighted how important innovation is to the health of the major economies. It will be interesting to see how many businesses take the oportunity to replace or even review their business processes in 2010. With worries about inflation surfacing and the associated pressure on wage settlements those that do will invariably be in a stronger position to capitalise on any upturn in business confidence later this year.
Charles Articles
Happy New Year! I know February is approaching quickly, however, it is often the thought that counts.
Now that 2010 is upon us, Mergers & Acquisitions (M&A) and bankers bonuses are re-appearing, and there is talk of ‘growth’, does that mean that we can cast aside the lessons of yesterday and throw caution to the wind?… I suspect not. Business will continue to be hard won, service will continue to be of paramount importance, and clients will continue to seek value for money.
Optimism is returning, over the past few months we have noticed that larger projects are returning to the table, but the same projects need to be cost justified.
The internet continues to play an important part, the more people search for value, the more you need to be extolling the value of your products and services. Like it or not, the web is the preferred research mechanism for many. Social media, whilst I personally avoid it, is gaining ground, with the ‘youth’ market and many businesses adopting it wholesale. Like most technology there is both an upside and downside, however, it is undoubtedly a technology that is here for a while yet.
If you haven’t already done so, I suggest it is worth reviewing your web site content, keeping contact information up to date, review the services offered and make sure you have a recent news item (or blog posting) to impress upon visitors that you are still here!
Charles Articles
Nathan forwarded me a link recently extolling the fact that CRM is dead, long live CEM:
Whilst I don’t disagree with some of the points made in the article, I do feel that this type of argument requires you to take a ‘position’. Citing quotations such as:
“Do I have a relationship with 17 million people? I don’t think I do.
Do I interact with 17 million people? You bet.”
Jim VonDerheide, vice president, CRM Strategies, for Hilton Hotels
..to my mind completely overlooks the fact that for most small medium sized operations, CRM is actually about the business process, and getting things done ‘back-office’ in the most cost and time efficient manner thereby providing the client with an efficient and cost effective service.
It is obviously important for a business to present itself professionally and value its clients, however, let’s not lose sight of what business is about - singularly that is profit, profit pays salaries, rent, and every other incidental that needs to be paid for, lose sight of this at your peril.
Charles Articles CRM
