FusionExperience

Most businesses recognise the strategic importance of CRM but vary in sophistication of application. Some are at the awareness Level 1 on the CRM maturity model using CRM as basic contact manager with spreadsheets being used to track customers, leads and collaboration on sales. Others are working towards Level 5 where they differentiate through their customer-centric capabilities.

Intelligent CRM maps out a business’ journey to Level 5 using the predictive power of LEAD indicators to continually redefine and evolve their customer-centric capabilities. These insights drive learning and evolutionary change.

Examples of a variety of capabilities we have worked with clients to develop:-

Knowledge Exchange: a marketplace for trading knowledge between those seeking and those providing knowledge, which is contained within a corporate wall-garden and its stakeholders.

Social CRM: the total immersion of social media as part of customer engagement and proactive intelligence.

Gamification: the incentivisation and reward of stakeholder behaviour, including customers, in context to the targeted business outcomes

We help clients to identify where they are on the CRM maturity model, working with them to provide a roadmap to move up the scale and achieve their vision. Contact us to find out more.