Opsis Pty Ltd

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What is CRM?

CRM stands for Customer or Client Relationship Management
But why is this so important in a twenty-first century business?

There is a theory that says that there are only three departments in any business.

This is usually met by blank stares when I make this statement. Then I'm asked what those three departments are. The answer is

  • Customer Data Acquisition Department
  • Customer Acquisition Department
  • Customer Management Department

After a few moments, the penny usually drops, as people realise that everyone in their business is working in one (or more) of these areas.  And a well implemented Customer Relationship Management strategy will help you in all of these areas which means that it will help your business grow and thrive.  In fact without a working Customer  / Client Relationship Management strategy, it almost certain that you will struggle to stay ahead of your competition.

Customers are the lifeblood of every successful company.  Gone are the days when businesses could rely on passing trade, or being only supplier in a given geographical area.  Customers now have more information and the ability and willingness to search to find their suppliers.  Once they have found you, you want to serve them well and keep them happy.

Here is another more familiar version of the same idea which highlights the customer in your business.

 

CRM or Customer Relationship Management solutions

 

“If your company would like to improve 'return on customer', then you will benefit from an Opsis-implemented CRM solution. Your CRM solution will be delivered on time, on budget, and with all the profit-boosting functionality that you require. Opsis are different from other CRM specialists because we invest time and energy in really understanding your business processes, and we implement CRM solutions that actually work”.

~ Gill Walker. CRM expert and principal of Opsis.

 

 

If your company wants customers, then your company needs a CRM solution

A CRM solution provides you with vital information and analysis about your customers, enabling you to fulfil their needs, pre-empt their wants, retain their loyalty, so expanding your everyday transactions with them and thus increase your revenue from them.

 

CRM stands for Customer Relationship Management. Customer Relationship Management is a philosophy which empowers an organisation by presenting all the necessary customer information to the people who need it when they need it. It is also the technical name given to the software that stores, manages, reports on and analyses all your customer information, so that you can effectively meet their needs and retain their loyalty. This information is centralised so that it is easily accessible by all departments: management, IT, customer service, sales, marketing etc.

 

Of all the Customer Relationship Management technologies available, we have selected Microsoft Dynamics CRM. We have chosen this platform as it suitable for many businesses and we believe that it offers best value for money when comparing it’s breadth of functionality and the options for making it work exactly as your business already works with other similar products. Microsoft Dynamics CRM runs on the industry standard Microsoft platform, and it gives you the option of keeping your data in house, or having it ‘in the cloud’ hosted by an experienced hosting partner who will also look after backing up of your data and all the necessary hardware. Microsoft Dynamics CRM can be accessed from Outlook, which many employees are already very comfortable using so the time that they take to become productive is much lower. Or it can be accessed through their browser and now from many mobile phones. This means that it can be used in the office, on the road or even when the internet is not available, so all of your team can access the necessary customer information when they need it. Not for you the incessant “have you seen….” Did you call….” “Can you please call back” which is so very common and frustrating to the customers. As well as the functionality available from Microsoft Dynamics CRM itself, there are a huge range of add-ons that will give you the benefit of specific functionality from software that has already been tested and implemented at other clients so reducing the need for time consuming custom development work. This will deliver savings to you. Opsis have knowledge of, and partnerships with the vendors of, many of these additional products.

Opsis are a Microsoft Certified Partner and are certified in Dynamics CRM. We are also a Microsoft Small Business Specialist.