CRM Solutions from Sage

CRM and the Customer Experience

The broad purpose of CRM is to enable businesses to better manage their customers leading to increased revenues and decreased costs.

In today’s highly competitive global marketplace, customer loyalty is a key element of business success. Businesses looking to increase profitability must focus on increasing customer satisfaction and retention, while reducing unnecessary costs.

The challenge lies in building and retaining customer loyalty in the modern economy, where shopping around has never been so fast and easy. The Internet allows companies to keep customers more informed, resulting in increased expectation levels, making it far more difficult to maintain loyalty.

Previously, companies with deep pockets held a decisive business advantage with the ability to reach more people at greater distances, and at reduced costs. The Internet, and other dramatic technological breakthroughs have created opportunities for small and mid-market businesses to reach out to those same prospects.

Companies today must find creative ways to increase customer satisfaction without increasing costs

Truly customer-centric organisations attempt to ensure that customers have a consistent, satisfying, and personalised experience when interacting with the organisation, regardless of who they deal with or how they choose to interact with you; face-to-face, by phone, or online through the web or email.

Complicating the move towards CRM is that the information gathered by modern organisations is scattered across multiple databases in different departments such as marketing, customer support, sales, accounting and operations. As a result, most organisations have large quantities of information available, but its value is only minimally realised because employees don’t have access to all the information needed to provide superior service.

The CRM solutions from Sage provide businesses a single portal to all customer information, making the information easily accessible to everyone from the desktop, the Internet, or from a wireless device. With a Sage CRM solution you’ll always have the real time information you need, ensuring that customers will have a personalised, consistent, and satisfying experience in every contact they have with the company.

The result is increased customer satisfaction and loyalty and dramatic increases in organisational efficiency, leading to higher revenues and lower costs.

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