CRM3: People, Processes & Technology

Customer Relationship Management ³ enables organisations to Identify, Win, Retain and Grow profitable customers by aligning People, Processes and Technology when designing, implementing and managing a CRM strategy.

The Issues

Many organisations have implemented CRM software solutions and achieved mixed outcomes. The primary reason for this is that the CRM was viewed as a technology-only solution. Whilst a large portion of a CRM solution is technology, a successful CRM implementations also requires individual skill development and the re-engineering of cross-department and customer focused business processes . Without all three aspects, the CRM solution is likely to fail or at least provide a fraction of the ROI believed achievable.

Our Solution

S1 Consulting’s CRM³ is a holistic approach to the design, implementation and management of a complete CRM strategy. The three pillars of CRM³ are People, Processes and Technology. Whether you have installed a CRM software solution or are considering implementing one, S1 Consulting’s CRM³ can help. We start by assessing the current state of the three pillars (People, Process and Technology) and then deliver a design that maps out in detail how to implement and manage a successful CRM strategy.

Below are examples of the type of details we examine within People, Processes and Technology:

• People – We investigate the capabilities of staff in:
  • Sales Execution
  • Presentation Skills
  • Account and Opportunity Management
  • Sales Planning
  • Objection Handling
• Processes – We investigate the effectiveness of processes:
  • Commission and Incentive Alignment to Targets and Strategy
  • Account and Opportunity Management
  • Market Segmentation and Patch Management
  • Sales Forecasting and Reporting
  • Team Management
• Technology – We investigate the technological requirements:
  • Type of Access Needed (Office, Phone, Remote, Smart Phone, etc.)
  • Reporting
  • Form Design and Useability
  • Information and Workflow
  • Support Requirements

Through the assessment of the strength and weaknesses of the above elements within an organisation we are then able to deliver a plan that identifies where improvement can be realised. We then manage the delivery of all aspects until the desired outcomes are achieved.

Why Engage S1?

• We’re neither an IT nor Sales focused company. In fact, we have positioned ourselves in between these two and don’t prescribe to a particular software program or sales methodology. This means we can ensure the right product and training is provided to make your CRM implementation a success.

• We’ve got the expertise. We’re a small but experienced bunch with specialists in Sales Training/Coaching, Marketing, IT, Project & Change Management. Plus we’re well connected with strong networks and formal partnerships with various stakeholders.

• We’re authentic and we keep it simple. We don’t hide behind jargon or large words and we genuinely want the CRM implementation strategy to succeed. We provide a service that we’re proud of and it works.

• We've worked across many different industries and geographies, so we actually understand the culture, structure and governance you have to work within.

• We’re fast and flexible - and by flexible we mean that we work within your timeframes, can put our people in your workplace. We like to get to know you and your organisation so we can offer the most relevant and accurate advice.

Like to know more about CRM³? Contact the team of experts at S1 Consulting to arrange an initial meeting on (02) 9887 3980. You can download a capability statement by clicking here.