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

  • Phil joined my team in early 2015 when I needed help to deliver the third leg of my strategic journey to IT Excellence. We needed the right technology in place ... Read More

    Mitchells and Butlers – ServiceNow - Frank Manshausen, Head of IT Service and Vendor Management at Mitchells & Butlers

  • Phil helped us implement Zoho CRM and built an API between zoho and our marketing automation service, enabling us to automate sharing of data across both systems. He made the ... Read More

    Yoozoom Telecommunications - Alex Deighton, Operations Director

  • Hi Phil, I would just like thank you for all your recent work with getting us live with our Zoho CRM system. As we had not had anything in place ... Read More

    Copier Systems CRM Sprint Session - Ryan Eastwood

  • I found Phil and Little Blue completely by accident when trying to navigate the Zoho / Salesforce minefield. What initially drew me to them was the fact that they consult ... Read More

    Matt Haycox - Consultant, Access Commercial Finance Ltd

  • We have been working with Little Blue for several months and what we have achieved is really quite remarkable. We have come from having no CRM system at all, to ... Read More

    James Killerby - Director, Hibiscus

  • Great Results, High Integrity, Creative At EC Harris we were looking to replace our existing software products with one built on the latest technology platform and encapsulating the best practice ... Read More

    Phil Reynolds - Partner, EC Harris LLC

  • Dear Phil Just a few words to thank you for all your help and guidance in the implementation of our new CRM system. As you know we had spent thousands ... Read More

    Christian Higgins - Director, Lonsdale Contracts

  • In the time I have known Phil he has demonstrated a drive and passion for projects we have worked on. His objectivity is a great benefit in gaining clarity on ... Read More

    JONATHAN RAYFIELD - JONATHAN RAYFIELD-ASPECT