CRM Introduction
What is Customer Relationship Management (CRM)
We have specialist expertise in the culture and technology of Customer Relationship Management (CRM). CRM is often perceived as a pure technology, in reality the technology is merely an enabler.
CRM is the umbrella information strategy that puts the customer at the centre of all data related to the customer, making the customer the common denominator and search key in the ancillary transactional and informational data and social systems holding that customer’s information.
xRM (ANYTHING Relationship Management) allows Customer Relationship Management (CRM), Customer eXperience (CX) and Sales Force Automation (SFA) cultures to exist and become business tools, embraced and used company wide.
Customer Relationship Management is an ethos and a culture, a consistent and joined-up customer management strategy that is understood and embraced by all members of The Enterprise.
Customer Relationship Management can be defined as “a strategy used to learn more about customers’ needs and behaviours in order to develop stronger relationships with them” (CIO.com, 2012)
If you believe that good customer relationships are essential for business success, then by definition, CRM has a facilitating and pivotal role in your business.
We deliver integration and consolidation of business and social media intelligence and communications, creating “One Look” 360° views of customer and stakeholder information to empower effective and compelling relationships.
Until the advent and adoption of The Cloud and Software as a Service (SaaS) the high entry cost of large scale CRM implementations has restricted CRM to large organisations and customer contact specific businesses, contact and call centres. Little Blue is at home with The Cloud and we are working with cloud-based/SaaS technologies to bring CRM to a wider audience, given the reduced costs of entry and maintenance, deliver outsourced/overflow/JIT CRM design and development skills to current CRM users and dentify and integrate social channels and intelligence into the “traditional” business data set
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