Customer Experience Management (CRM)
Amplify your organisation's capabilities
Every company ultimately depends on the efficacy of its people. Whether its marketing, sales or the after sales service team every business owner or executive wants to maximise the impact of the resources – human and otherwise – that are diverted in this direction.
Know your customer
Its a known fact, acquiring new customers is expensive , so much more expensive than growing your business with your existing customers. But do we really know our customers ? Have we any idea of what drives them to use our services or indeed to dispense with them and move to a competitor. Very often its not price and its not product – its about relationship and relationship is built on treating each of your customers like they are the only customer you have. iMovo is totally focussed on "know your customer" engagements , our consultants have decades of experience of managing business relationships for international firms and brands. Adopting CRM into the company culture is a critical first step – even before the technology is deployed, the behaviour of your staff has to be attuned to a new philosophy – putting the customer at the centre of all you do.
Sales & Marketing
Unlike many other parts of the organisation, marketing and the sales processes have rarely been benefited by automated tools that drive the common workflows and reduce the manual effort involved in implementing a successful marketing campaign that follows up on leads from meetings, trade fairs or business events.
Ensuring you keep track of WIP (Work In Progress) is the lifeline of your company. Even in many high-tech organisations, it is noted that the sales force is frequently hampered by cumbersome manual processes.
At iMovo we have the knowhow and software technology (known as Customer Relationship Management or CRM) to help you amplify the impact of your sales and marketing force and drive systematic campaigns that fruitfully reap and harvest potential business opportunities.
Optimise customer service and make all the difference
In today's cutthroat world, companies are constantly looking for that competitive advantage. Sometimes it comes from new technology and innovative services but, mostly, the game changer is to be found within the organisation itself – in its people and their relationships with existing customers.
Any marketing book will tell you that it’s far easier to sell something to an existing customer, rather than a new one – assuming, of course, that that customer is happy.
At iMovo we can help you to look inside your after-sales processes and optimise how that service being delivered.
For a service department or call centre, for instance, relationship management (through CRM) is an extremely powerful tool, enabling call centre agents to keep track of calls, pull up a single unified view of the customer to identify the upsell, cross sell, or simply view the customer's history and previous calls.
Quality of service also depends on experience and CRM allows for the building of Knowledge Bases that captures the knowhow of your customer service personnel and ensure you don't lose your edge when the employee leaves or retires.
These dynamic tools allow the experience to be captured, and create a very powerful form of FAQs that enable relatively unskilled telephone agents to answer the majority of customer calls. This reduces the need to escalate any issue to expensive experts within the organisation, thus saving a lot of money in the process and giving the customer an optimal and fast service, while effectively setting the stage for the next sale.
Whatever you do, make relationship management a part of it.
The applicability of CRM is broad and can be extended to encompass the relationship between a doctor and his patients, a government department and the citizen, a local government and the residents of its locality, and so many more.
iMovo can help you address these types of scenarios and achieve genuine business improvement whether or not they are for profit.