Customer Relationship Management

Customer Relationship Management (CRM) is a system for managing a businesses interactions with current and future customers. The system is typically used by sales, marketing, customer service and technical support departments and groups inside a company.

You would think that any business, large or small, would have a handle on their customer information.

The left hand doesn’t know what the right hand is doing.

You would be surprised how frequently we encounter businesses that don’t even have a organized database or system in place to maintain their customers contact information much less any method of easily looking up interactions that have occurred either by email or telephone. Promises or commitments made by an individual in one department are completely unknown to employees in other departments.

Even in many companies that have implemented some method of storing their customers contact information we have found that the contact information accuracy and integrity often varies from department to department.
It is also not unusual for us to discover “islands” of customer contact data inside an organization that varies dramatically in it’s content and accuracy from one department to another.
In many cases company employees exchange customer contact information via email which causes a number of problems:

    – Email server capacity gets consumed with multiple copies of redundant information.
    – Companies risk losing valuable customer data when employees quit or are terminated.

It’s on my computer back in the office.

Another problem area with many legacy systems that businesses may have implemented to manage their customer information is that it may not be readily accessible to mobile employees. There must be a mobile component to any CRM solution to properly address the needs of todays growing mobile workforce.

Contact us at Rogue Valley Media to learn how we can help you implement a CRM solution that will work for both your internal and mobile staff.