Operational CRM

Operational CRM is Your Business

We advocate a broad definition for Customer Relationship Management (CRM). “CRM is about making our customers more valuable to us. We do that by making our business more valuable to them”. We look, with you, to define the most effective business model possible to deliver the most value.

Speaking to Your Vision and Objectives

The CRM strategy must support your business objectives (Operational CRM). Focus on the outcomes (what you want to achieve) and identify the most effective operational model to realise these.

Many Perspectives

It’s a business issue that can be tackled from multiple perspectives. Look at everything, or focus on a few priority areas.

Core Business Areas and Functions

Starting with the customer, with whom you want to interact (Contact Management). Engage the market and position your proposition (Campaign and Event Management). Help the customer to buy from you (Lead and Opportunity/Sales Pipeline Management) Deliver the proposition well and cost effectively (Service Delivery Management). At the core, CRM is about engaging and transacting between you, your customers and other stakeholders. The main ingredient is information, which needs to be stored, accessed and communicated.

Supporting the Wider Business

The value extends well beyond the traditional “CRM” functions. We broaden and deepen the scope over time to support more functions and reduce the plethora of systems.

Help Your Team to Work Smarter, not just Harder

Finally, operational CRM lets your teams work smarter. With better information at their finger tips and best practices woven into your business processes, you can optimise service for your customers and maximise revenue.

Customer Quote:

“The expertise and proven methodologies of CapricornVentis resulted in a successful implementation that engaged our employees at every stage, followed by a step-by-step roll out of functionality across the organisation.

The intuitive, best-practice processes of Oracle CRM OnDemand and skills of CapricornVentis have allowed us to refocus and modernise our business rapidly and efficiently while minimizing any resistance to cultural changes. Our employees have embraced the new way of working.”David Dixon, Director of Customer Experience, Gentoo Group, Sunderland