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Successful CRM - people, process and technology

In this 2014 discussion Gill Walker talks with Angela Vithoulkas and John Hagerty about the three pillars of a successful CRM project - people, process and technology.

Implementing New Software
Ask these three big questions before you do

Many people are disappointed, upset, or downright distraught, when a software or technology project costs more than they had anticipated, or been led to believe.  Occasionally, rather than being the saviour of the business the project becomes the death knell – this is especially true for smaller businesses which have often pushed out the boat for the solution, which they have been told is essential for the business.  And for family businesses, where the failure has the additional factor caused by the personal relationships involved, it can be much worse.  

Family Business Magasine coverHowever, many of these projects do deliver huge benefits to the organisation.  So I thought that I would outline the components of any project so you understand what is involved and your project can be one of the success stories. 

If you are looking at more than one solution, it is essential that you compare apples with apples.  One way of doing this is to draw up a matrix of key considerations and get each vendor to give you the appropriate information.  Any vendor that will not assist with this exercise may be hiding something.  In the rest of this article, I will give you some pointers to assist with this comparison.

Read more: Implementing New Software

The Changing Face of Customer Relationships

Gill Walker speaks at City Business Swap

In this presentation to City Business Swap, Gill Walker gives a rollercoaster overview of how business relationships have changed over the last century or so. Gill highlights how a CRM solution can enable a modern business, run by technology, remote from its clients, to deliver the quality of relationship that clients crave.

The lighting in the room was poor, so, the video above is edited.

Gill Walker discusses client relationships and how CRM helps you manage them with Steve Brossman

In this 2009 talk with Steve Brossman of Business OnlineTV, Gill Walker highlights how a CRM solution

  • Gives you client information at your fingertips
  • Lets you see the results of efforts at a glance
  • Enables you to easily stay in touch with clients

Additionally CRM protects you against information loss when a team member leaves

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Opsis is an expert Microsoft Dynamics 365 consulting company. Our focus is your Microsoft Dynamics 365 success - not licence sales or billable hours. As Principal Consultant, Gill oversees all business operations and strategic planning and execution, yet she still believes in offering personal attention to each and every client, so as to understand their needs and offer tailored solutions.  We are based in Sydney, with clients in Sydney, Canberra, Melbourne, Brisbane and across Australia.  We offer Microsoft Dynamics 365 strategy, Microsoft Dynamics 365 scoping, Microsoft Dynamics 365 implementation, Microsoft Dynamics 365 technical support, Microsoft Dynamics 365 advice and guidance, Microsoft Dynamics 365 training and mentoring.