CRM Solutions
As you know the general trend in consumer behaviour in the last 15 years or so has become less predictable. With the rise and rise of new buying and communications channels and even more competitors from all over the world competing on the web, the marketplace has become more confusing and less easy to manage than ever before.
The diagram below highlights a few of the big changes that have happened since the mid nineties - changes that have impacted dramatically on any consumer based organisation along the way.
In real terms this places significant pressure on any organisation to get smarter and start using all of the tools at their disposal to build stronger and more profitable customer relationships. As is often the case though, technology is not the most important factor - it is the organisations business processes that make the difference. At Redspire we focus on three specific families:
Acquisition – processes designed to help companies attract new customers including enquiry management, order management, e-commerce and multi-channel integration.
Retention – processes designed to help retain clients and build allegiance through superior customer choice, service and tailored loyalty programmes. Studies have shown that a 5% increase in customer retention can lead to an increase in profitability by an average of 50%.
Lifetime Value - processes designed to maximise the 'share of wallet' and customer spend including database management, up-sell and cross sell promotions management and so on. Also processes to help reduce or eliminate specific types of risk including PCI compliance, fraud prevention and data security.
Ultimately CRM is all about information: customer information, delivery information, product information, transactional information and a raft of others. The trick is in how it is used and made available internally to your staff and where appropriate externally to your customers.
In our experience any successful CRM activity must address the following:
1. Develop a much better, clearer understanding of your customers, how to serve them better and deliver greater value from them.
2. Improve the way you communicate with customers, whether it’s providing product information, marketing to them or dealing with complaints better.
3. Achieving one or both of the above while ensuring that you keep your costs under control and don’t lose the benefits you will gain.
Our approach is designed to deliver a complete and integrated CRM programme to businesses like yours that want to improve relationships with and understanding of the customers.
