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How to Choose the Right CRM System for Effective Customer Management
In today’s competitive business landscape, effective customer management is crucial for long-term success. One powerful tool that can help businesses achieve this is a Customer Relationship Management (CRM) system. With a plethora of options available in the market, choosing the right CRM system can be overwhelming. In this article, we will explore key factors to consider when selecting a CRM system for effective customer management.
Define Your Business Needs and Goals
Before diving into the myriad of CRM options, it is essential to define your specific business needs and goals. Take some time to evaluate your existing processes and identify areas that need improvement. Are you struggling with lead generation? Do you need better tools for tracking customer interactions? By understanding your unique requirements, you can narrow down your search and focus on systems that align with your goals.
Assess User-Friendliness and Accessibility
A user-friendly CRM system is crucial to ensure smooth adoption by your team members. Look for a system that offers an intuitive interface and requires minimal training. Additionally, consider the accessibility of the CRM system. In today’s mobile-driven world, having a cloud-based solution that allows access from anywhere at any time can greatly enhance productivity and collaboration among team members.
Your CRM system should seamlessly integrate with other tools and software used in your organization’s daily operations. Whether it’s email marketing platforms, e-commerce solutions, or accounting software, integration capabilities are vital for efficient data flow across different systems. A well-integrated CRM system eliminates data silos and provides a holistic view of customer interactions throughout their journey with your brand.
Customization and Scalability
Every business has unique processes and workflows; therefore, it is important to choose a CRM system that offers customization options to tailor it according to your specific needs. Look for features like customizable fields, workflows automation, and personalized reporting capabilities.
Moreover, scalability is another critical factor to consider. As your business grows, your CRM system should be able to accommodate the increasing number of customers and data volume without compromising performance. Ensure that the CRM system you choose can scale seamlessly as your business expands.
In conclusion, choosing the right CRM system for effective customer management requires careful consideration of various factors. By defining your business needs and goals, assessing user-friendliness and accessibility, evaluating integration capabilities, and considering customization and scalability options, you can make an informed decision that aligns with your organization’s requirements. A well-implemented CRM system can streamline customer management processes, enhance productivity, and ultimately lead to improved customer satisfaction and long-term success.
This text was generated using a large language model, and select text has been reviewed and moderated for purposes such as readability.
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- Case Studies
10 CRM Case Studies From the World’s Biggest Brands 2023
- Category : Case Studies , CRM , Marketing
- Last updated on August 2, 2023
- By Viktor. A
- No Comments
It is no news that customers are constantly demanding deeper and more meaningful relationships with their chosen brands. That’s why organizations are currently leveraging CRM software to serve their customers better.
Today, we’ve put together useful CRM case studies from some of the world’s biggest brands. This article highlights CRM case studies uses and vital lessons you can replicate in your business.
Before we proceed, let’s look at the meaning of customer relationship management (CRM)
There are two main definitions of a CRM:
- It refers to a business’s principles and strategies to engage better and retain its customers.
- It refers to a software system that helps businesses to manage client relationships, leads, contacts and campaigns. Also, it allows companies to automate their processes and increases productivity.
Examples of CRM Software for lead generation, contact management, and automation are:
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Best CRM Case Studies
If you’ve ever looked at brands like Apple, McDonald’s, Amazon or even Zara and are wondering how they’re run such conglomerates and still efficient in customer service. Keep reading then; you’re about to find out.
Scott Cook said, Instead of focusing on the competition, focus on the customer. Most of these brands have no superpower. They’ve only learned to focus on only one thing – the customer.
When you’re obsessed with delighting your customers, you will devise creative ways of satisfying them. Let’s go right in.
1. Coca-Cola CRM
The Coca-Cola Company is one of the world’s oldest and most influential brands. With a presence in over 200 countries, Coca-cola started as a carbonated soft drink business. But today, they are a conglomerate with over 200 product lines servicing billions of customers globally.
Logically speaking, for them to exist across several decades and remain relevant and competitive says a lot about their customer service. That said, let’s examine their customer relationship management (CRM).
Coca-Cola CRM Case Study:
Coca-cola’s mission is “ to refresh the world in mind, body, and spirit, to inspire moments of optimism and happiness through our brands and actions, and to create value and make a difference .”
Inspiring optimism and happiness are at the core of Coca-Cola’s CRM strategy. This is evident in their marketing campaigns , billboards, brochures, commercials, store locations, and products.
We have billions of transactions a day on Salesforce. And everything is connected collaborative, and mobile.
– Ulrik Nehammer, Coca-Cola Germany, CEO.
Coca-Cola uses several enterprise CRM platforms to manage its clients’ relationships and stores globally. They use Salesforce and SAP primarily for contact management. System Applications and Products (SAP) is a strategic enterprise management platform. It’s quite robust and feature-rich.
While they use SAP globally, they use Salesforce on some of their country divisions to manage their business flow, connectivity, and contact management.
Read our complete Coca-Cola case study here.
2. Zara CRM
When you hear the word “Zara”, what comes to mind is clothing, luxury, and lifestyle. Established in 1975, Zara is a Spanish multi-national retail clothing chain.
They specialize in clothing accessories, beauty, shoes, and other lifestyle products. Zara’s phenomenal success in fashion and beauty is a testament to its solid CRM strategy. They effortlessly delight their customers in a way that leaves them returning for more.
Zara CRM Case Study:
Zara’s mission is to “ give customers what they want, and get it to them faster than anyone else .” Deducting from their mission statement, you can see a wordplay that puts royalty and kingship on their customers.
Zara’s CRM case study aims at elevating their customer’s needs above the company objectives. Zara leverages transparency, incentives and perks, support, personalization, swift check-out, and social media to achieve this.
The success of your business is based in principle on the idea of offering the latest fashions at low prices, in turn creating a formula for cutting costs: an integrated company in which it is manufactured, distributed and sold.
– Amancio Ortega – Founder, Zara Fashion Chain
Zara CRM starts with their website, which has a simple UI and is highly personalized to suit the user’s needs. Then, they’re massively present on social media and contribute to social issues affecting their clientele.
Lastly, Zara’s CRM is not complete without transparency and incentives. They’re transparent in all their dealings and usually deploy incentive programs to delight customers.
3. Unilever CRM
Unilever is a British multi-billion dollar conglomerate that deals primarily in consumer goods and consumables. They are arguably the largest producers of soap globally.
Brands like Unilever that have stood the test of time in quality, customer service, transparency, and consistency are worth emulating. With over 400 brands in about 190 countries, Unilever’s CRM strategy is paying off.
Unilever CRM Case Study:
Unilever’s mission statement is “ to add vitality to life. We meet everyday needs for nutrition, hygiene and personal care with brands that help people feel good, look good and get more out of life .”
Unilever’s CRM strategy focuses on elevating people’s well-being and helping them enjoy life to its fullest. This singular aim is the driving force behind their great customer experience initiatives, marketing campaigns, products, and positioning.
It’s about digitizing all the aspects of Unilever’s business to leverage the world of data and increase our digital capability in everything we do.
– Alan Jope, CEO at Unilever.
Another main Unilever’s CRM strategy is centred around Value-Based Procurement. They are keen on supporting their suppliers with upfront value. And they achieve this by empowering their suppliers and distributors with the tools to better relate with them.
They use Salesforce to support their business community and build solid relationships with their partners.
Bayerische Motoren Werke AG, known as BMW, is Germany’s leading automobile brand. They’re a luxury car brand and the fourteenth largest producer of motor vehicles . BMW cars are known for their standard, uniqueness, and luxury. Let’s examine BMW’s CRM strategy.
BMW CRM Case Study:
BMW’s mission is to “ become the world’s leading provider of premium products and services for individual mobility.” You’ll agree that BMW has become the world’s leading provider of premium automobile products. But the big question is, how did they get there?
BMW CRM case study is not too distant from the others. Firstly, the focus is on treating customers fairly, which is clearly stated in their Supplier Programme . Their suppliers and end-users are at the core of their CRM strategy, which has kept them going.
I promise our customers will never have to compromise between driving pleasure and sustainable mobility.
– Oliver Zipse, CEO BMW AG.
Secondly, BMW CRM is focused on producing premium cars to attract new customers and retain the existing ones. And fortunately, it works for them. I’ve seen a couple of folks switch car brands to BMW because their cars are more reliable and have the highest quality
5. Tesco CRM
Tesco PLC is one of the world’s leading grocery and general merchandise retailers. With operations in over 11 countries, Tesco is a hyper-growth company swiftly expanding across territories.
Although it started as a grocery store, it is now morphed into several industries such as banking, technology accessories, and a few others. Not just that, they’ve been named among the top customer-friendly organizations.
Tesco CRM Case Study:
Tesco’s mission statement is “What we make matters better, together. This statement encapsulates Tesco’s aim to serve customers across cultures and backgrounds.
Tesco is among the first multi-national brand to adopt CRM software. In 2009, Tesco announced that they were adopting the RightNow CRM (now acquired by Oracle).
The key to Tesco’s success is the customer-focused culture that has permeated the company.
– Jeremy Garlick, Partner, Insight Traction.
Tesco’s CRM was primarily used in their call centres to support their electronics division. Aside from that, they used it to amplify their omnichannel communication strategy by managing customer data and interactions across phone, chat and email.
Adopting a CRM helped Tesco be present at all times for their customer when needed across channels. Most importantly, they were able to win the hearts of their customers.
6. Uber CRM
With a presence in 72 countries, Uber redefines how we move and eat. Uber is an American mobility provider allowing people to move conveniently from one location to another. One of the things that makes Uber special is that they’re a mobility startup with no cars. That means they’re servicing two main customer bases: drivers and passengers.
As of the time of writing, Uber has a 72% market share for ride-sharing in the United States, with about 122 million monthly active users
Uber CRM Case Study:
Uber’s mission is “ Transportation as reliable as running water, everywhere for everyone .” In other words, they aim to make transportation accessible at any time.
The big question is, what CRM does Uber use? Uber uses LiveRamp as their CRM anonymizer. Essentially, they LiveRamp CRM to segment users into specific life-cycle stages. It allows them to craft personalized and targeted campaigns that resonate with the customers.
There is a high cost to a bad reputation… it really matters what people think of us, especially in a global business like ours, where actions in one part of the world can have serious consequences in another.”
– Dan Khosroshahi.
Furthermore, Uber uses CRM to gain deeper insights into how customers use their apps, the frequency, and overall interaction, and even sample their IDs. With these insights, Uber can better serve and delight its customers. More on Uber’s case study here.
7. McDonald’s CRM
As the name implies, McDonald’s is a fast-food conglomerate. They’re currently the leading food service organization operating over 30,000 restaurants in more than 100 countries. McDonald’s expansion strategy is bent on franchises and joint ventures. They also have some sister brands in the fast-fast industry doing incredibly well.
Mcdonald’s CRM Case Study:
McDonald’s mission statement is to be our customers’ favourite place and way to eat and drink. Their mission statements depict McDonald’s passion for differentiation, uniqueness, and class.
McDonald’s CRM case study is hinged on their passion for differentiation, which is evident in the architectural designs of their restaurants, food recipe and taste, service delivery, and mode of operation.
Our sustained performance gives us confidence that our strategy is working, as more customers are experiencing a better McDonald’s daily.
– Steve Easterbrook, CEO, McDonald’s.
McDonald’s uses PowerCenter CRM, which is powered by Astute Solutions. This CRM helps McDonald’s efficiently manage their huge volume of customer contacts, analyze data, and manage their store location.
The benefits of CRM software to a business are enormous, and McDonald’s is not left out. They’re equally using it to enhance their marketing efforts and close more deals.
8. British Airways CRM
British Airways is a UK-based carrier and one of the biggest airline groups in the world. They’ve built a reputable brand over the years, which has also given birth to several sister brands.
BA Group is the founding member of the Oneworld alliance. They have over 45,000 employees in 100 countries and assist about 40 million passengers annually. So how are they able to still maintain awesome customer service?
British Airways CRM Case Study:
British Airways’ mission statement is “ To ensure our customers fly confidently that together, we are acting responsibly to take care of the world we live in “. British Airways’ CRM case study is centred around “making their passengers feel confident.”
As we prepare for a safe return to travel, we remain focused on offering our customers the most convenient and affordable testing options to support and facilitate a seamless travel experience.
– Sean Doyle, CEO, British Airways
British Airways uses TCRM BA as its enterprise management solution. The company adopted it in 2002, and since then, they’ve been using it to do the following:
- Campaign management
- Management of loyalty programs
- Leisure database
- External requirements
- Cost savings
Best of all, they use this platform to efficiently manage and schedule all their marketing campaigns internally and externally. They also use for customer service across channels.
9. Amazon CRM
Amazon is an American conglomerate focusing on e-commerce, cloud computing, digital streaming, and artificial intelligence. They’re among the top 5 most valuable companies worldwide and one of America’s biggest employers.
Amazon, which started as an online book store, is currently dominating up to 7 industries. Not just that, they’re a customer-centric company famously known for their outstanding customer service.
Amazon CRM Case Study:
Amazon’s mission statement is “ to offer our customers the lowest possible prices, the best available selection, and the utmost convenience .” Amazon’s focus on the customer is truly remarkable.
Primarily, Amazon’s CRM case study follows these four guiding principles:
- Customer obsession rather than competitor focus
- Passion for invention
- Commitment to operational excellence
- Long-term thinking
We see our customers as guests at a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.
– Jeff Bezos, CEO of Amazon
In fact, they aim to become Earth’s most customer-centric company, Earth’s best employer, and Earth’s safest place to work. That drive to become the best led them to create innovative products like I-Click shopping, personalized recommendations, Amazon Echo, and Fire TV, to mention a few.
So, what CRM does Amazon use? Amazon developed its CRM in-house, which they use to manage its customer data across divisions, countries, languages, and products.
10. Apple CRM
Famously known for their slogan, think differently. Apple is a technology company specializing in consumer electronics, software and online services. Apple is the world’s most valuable company and the first to hit a trillion in market capitalization.
Apple CRM Case Study:
Apple’s mission is “ to bring the best user experience to its customers through innovative hardware, software, and services .” Like Amazon, Apple is a customer-centric company that is truly obsessed with its customers.
Apple is also obsessed with its product quality. Their products are highly standardized and unique. And it’s the reason why they enjoy a high level of brand loyalty. Apple’s customers are one of the most loyal sets of customers globally.
Apple CRM case study is centred around four cardinal points: Apple customer-centric outlets, understanding customer needs, Apple ID, & irresistible branding that works. I explained them in detail here .
Also, like Amazon, Apple uses an in-house CRM to manage its customer data, marketing campaigns, and customer relationships. Apple loves owning their processes, so most of its operations are usually in-house.
These case studies show us the efficacy and formidability of a CRM software. When out to efficient use, it can be a very powerful tool. And it doesn’t matter the size of your business, whether big or small. All you need to do is to pick a CRM that aligns with your business goals and run with it.
Looking for a CRM to start with? Here are our recommendations: Zendesk , Pipedrive , Hubspot , Zoho and Freshsales . Click on any one of them to claim your free trial.
Frequently Asked Questions
Customer relationship management use cases are real-life examples and applications of CRM software and strategies. Like the 10 use cases from big brands listed in this article.
There are tons of use cases for CRM systems, but here are three profound ones: CRM systems can serve as a contact management system, a pipeline system for attracting and converting them paying customers, and a workflow automation station.
Essentially, the main components of CRM are contact and database management, workflow automation, omnichannel marketing capability, and integration options.
Viktor. A is a writer and researcher with experience writing about various topics, including CRM software, SaaS, finance, and technology. When he's not writing, he's swimming and travelling
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Apple, Amazon, and… your business? Join the ranks of the planet’s biggest brands, and find out how CRM is the secret to their success
How did a handful of ambitious thinkers take simple ideas and grow them into instantly recognisable brands, and… into companies worth hundreds of billions of pounds?
Well, they did it by retaining a firm focus on the customer. And they did that through the use of CRM (Customer Relationship Management) .
- A type of software (such as Maximizer or Salesforce ) that helps businesses manage leads, deals, and clients, and craft targeted marketing campaigns.
- The specific strategies via which a business engages and retains its existing customers.
With CRM , the Tescos and Amazons of this world were not only able to win new customers, clients, and users – they got lifetime value out of them. With targeted marketing campaigns , these brands hit the right people with the right offers, at exactly the right time.
So, what kind of lessons can you take from the best in the business? Is CRM the key with which you can unlock your own company’s potential, and fuel commercial growth on a scale that rivals the big guns? Let’s take a look at our top 11 CRM case studies from the world’s leading brands . Or, if you're just ready to get started with a CRM system yourself, check out our recommended partners below. 1. Tesco CRM Tesco is a truly global business. It’s one of the world’s top 10 retailers , with supermarkets across Asia, Europe, and North America. With more than 3,400 stores in the UK alone, you’ll probably know it as your first port of call for a spontaneous pint of milk, or for an indulgent £3 meal deal during your lunch hour. So, what’s the secret to Tesco’s success? Well, it boils down to one main factor: The Tesco Clubcard . Tesco CRM: Case Study The Tesco Clubcard is Tesco’s way of rewarding its most loyal customers. For every pound you spend online or in-store, you’ll get a point. These points, when accumulated, can be traded in for Tesco Clubcard ‘vouchers’ (for instance, 150 points gets you a £1.50 voucher). A voucher can then be traded in for rewards, such as an afternoon at Cineworld with the kids (a timeless experience), or an evening at Pizza Express (enjoy it while you can). Clubcard holders can also collect points at Tesco fuel stations, and by filling out feedback surveys online. What’s in it for Tesco? Returning customers that are invested in the brand, and whose opinion Tesco can leverage to continue improving its growing basket of offerings. 2. Apple CRM This one needs no introduction. Founded by visionary Steve Jobs in 1976, this instantly recognisable brand is the apple of many a tech-lover’s eye. Apple has given us the iPad, iPhone, iMac, and Apple TV. But anyone who’s ever used one of its slick, stylish products knows that Apple’s appeal goes far beyond its niftiest handheld devices… … because it’s how it treats its customers that’s the key to Apple’s success. Apple CRM: Case Study Let’s take Apple ID as an example. If you’ve ever used iTunes (Apple’s online music streaming service), you’ll have an Apple ID – and if you’ve ever used an Apple device, you’ll have had to register it using an Apple ID, too. These unique IDs synchronise across devices, remember music and film selections, and provide personalised recommendations based on what’s you've been watching or listening to. For the user, it offers convenience. And for Apple, it’s a constantly updating data set, telling the company exactly what its customers like and allowing for effortless, targeted marketing. It’s…. CRM, done well. 3. Uber CRM Uber arrived in 2009 to spearhead the ride-sharing revolution, and has quickly become a household name. But, with a huge host of new competitors driving costs down (not to mention a few other issues ), Uber’s monopoly over its 95 million worldwide monthly users could be under threat. Can Uber hold on? And what can help us understand how successful Uber has been thus far in retaining its enormous customer base? Uber CRM: Case Study Well, CRM is a good place to start – and for Uber, it’s industry-leading CRM software provider Salesforce that’s powering the ride-sharing giant’s strategy. Salesforce helps Uber extract data from people engaging with its brand on social media. With this system in place, Uber can reply with haste to customer complaints, and track all its interactions with the public from an intuitive dashboard. And, of course, it runs its own loyalty program. Uber Rewards lets you earn points every time you ride or eat with Uber, and redeem them across its increasing range of services. It’s a textbook example of how Uber is incentivising customers to keep relying on its brand, as it continues to branch out . 4. British Airways CRM In the hotly contested, heavily consumer-oriented aviation space, you’ve got to get your CRM strategy right. And, clearly, British Airways (BA) does – flying 145,000 people to more than 200 destinations every day . So, why do its customers keep coming back? The answer can be summed up in two words… Executive. Club. British Airways CRM: Case Study The British Airways Executive Club is an example of CRM loyalty schemes done right. Free to join and with no ongoing charges, the club allows customers to earn ‘Avios’ points through purchasing flights, hotel stays, holidays, or car rental through BA or its partners. Avios points can then be redeemed for discounts on travel or accommodation with (you guessed it!) BA. Customers can save their meal and seat preferences, making for a smoother, more seamless re-booking experience. And, as they continue to fly with BA, they’ll be able to progress through the levels of Executive Club membership – from blue to bronze, silver to gold, then (maybe one day) the elusive ‘Premier’ tier. To keep track of all this, BA has been been using a CRM solution called Teradata since 2002. It allows the airline to keep track of all the customers on its books, and re-engage them with offers and deals targeted to their level of membership and favourite destinations. 5. Nokia CRM Nokia has been around the block a few times. We’ve all owned one of its basic, ‘brick’ design mobiles at some point, and while these phones may seem a bit antiquated now, they’re still virtually indestructible – and perfect for a quick game of Snake while waiting for the bus. Despite iPhones and Galaxys hogging the plaudits more recently, Nokia’s brand is still ticking away. It's currently valued in the region of a whopping 10 billion USD – and Nokia stock is poised to make an unexpected comeback in 2021 . So, what’s its secret? CRM, of course! Nokia CRM: Case Study Nokia implemented Salesforce (that name again) to help manage the size and diversity of its client base. Salesforce allows Nokia to customise its product range and marketing to suit geo-specific locations. Nokia’s collaboration with CRM brought order to chaos, empowering marketing departments across countries and languages to organise customer data. Through the selecting and segmenting of data into specific target groups, Nokia’s team saw more effective lead generation – which probably helps explain why its brand is still thriving. 6. McDonald's Every day, McDonald’s serves almost four million customers in the UK alone – about the population of New Zealand. Worldwide, that figure’s more like 69 million – roughly the size of Great Britain’s own populace. So, with such a vast empire and super-sized customer database, how does this fast food giant ensure their customers keep lovin’ it? With an industry-leading CRM strategy, that’s how. McDonald's CRM: Case Study McDonald’s partners with Astute Solutions , allowing the restaurant chain greater insights into consumer feedback and satisfaction levels. Being able to assess restaurants by region, or even individually, means that McDonald's can quickly spot potential customer relationship issues, and resolve them before they become a serious problem. And, with Astute Solutions, McDonald’s can also: Provide both its franchisees and corporate managers with live access to customer information Integrate data from its dynamic network of restaurants into an effective CRM tool Increase the accuracy of its reporting, and inform more intelligent decision-making As Christopher Garrity, McDonald’s’ own Senior Director of Customer Satisfaction, espouses: “CRM [is a] critically important function for any large company. It’s clear that Astute understands the important role it plays, and meets the ever-changing needs of our prime customers through continued innovation.”
Prime customers… was the pun intended? We don't know.
What we can tell you, though, is that one too many Big Macs may leave you feeling bloated and unmanageable… but your SME’s customer database doesn’t have to be. Browse our guide to the best CRM systems for restaurants to learn more, or click below to start comparing CRM software quotes for your business.
7. Coca Cola CRM
While Coca-Cola’s iconic recipe has remained a secret since 1886, this global beverage giant has been less coy about the other secret of its success – a dedication to the customer. It came as no surprise when Coca-Cola’s German branch adopted Salesforce – but what role did CRM software play in engineering the soft drink goliath’s continued growth?
Coca-Cola CRM: Case Study
“We needed to get much faster, to work on collaboration, connectivity, and scalability — and all that in a mobile context. Salesforce has been a fantastic partner, and a great help for us.”
That’s Coca-Cola Germany’s CEO, Ulrik Nehammer. He’s happy, because his customer service team is happy. And they’re happy because CRM software allows them instant access to customer history – which, in turn, allows them to hit their targets, and deal more efficiently with complaints.
With Salesforce, Coca-Cola Germany’s team can easily log issues with customers or suppliers, and then respond by dispatching field service technicians in real time. The result? A sweet 30% increase in productivity . Refreshing!
8. Unilever CRM
Also known as Europe’s seventh most valuable company, Unilever’s products are available in almost 200 countries around the world. With brands like Lipton, Magnum, and Hellmann’s under its considerable belt, Unilever has its fingers in a lot of pies. But does it have its finger on the pulse when it comes to managing its customer relationships?
Unilever CRM: Case Study
If you guessed yes, then you’re absolutely right. With the help of SAP CRM , Unilever improved its call centre capabilities, and boosted the productivity of its consumer advisory representatives. Just ask one of its head honchos:
“[CRM] enables faster response time to queries and needs raised by consumers. It provides for effective maintenance of our customer database, and allows for easy access to customer information for analysis and strategy development.”
- Efren Samonte, Commercial Director – Unilever Philippines
And let’s face it, the proof of Unilever CRM’s effectiveness is, quite literally, in the pudding. Because if you’ve ever scoffed down a Magnum on a hot summer’s day, then you’ve witnessed first-hand the effectiveness of Unilever’s ability to keep customers coming back. Can you emulate them?
Hopefully! But to do so, you’ll need your own CRM first. While there are some free options you can go with, these are limited, not scalable, and certainly not fit for ambitious businesses.
Nope – your best bet is to complete our quick, free quote finding form , to browse CRM options for your SME. We’ll just ask a couple of quick questions, including how many people you need the software for, and what features you’ll need. It takes half a minute at most, and when you’re done, you’ll receive quotes tailored to your business’ specific needs .
9. Zara CRM
Leading European clothing brand Zara specialises in fast fashion at low(ish) prices, and the profits are also moving quickly – it made almost 19 billion USD last year. But is it the price point that keeps Zara’s customers coming back, or its relentless, CRM strategy-powered focus on the customer? We think the latter.
Zara CRM: Case Study
Zara was one of the first to pioneer the use of personal digital assistants (PDAs) to capture customer data in real time – not just on transactions, but on their customer’s preferences and habits. CRM software comes in when it’s time to use this data to sell, sell, sell, re-engaging existing buyers with fresh discounts and campaigns.
10. BMW CRM
Unless you’ve been living in a cave for the last hundred years, you’ll instantly recognise BMW’s iconic logo. Producing well over two million vehicles per year, and with its status as a film icon firmly cemented, BMW’s success shows no signs of slowing down. And though the cars may have changed a bit since the company was founded in 1916, its customer focus has remained just the same.
BMW CRM: Case Study
And again, a successful CRM strategy underpins it all. To execute it, BMW teamed up with Legacy Lifestyle to create a luxury loyalty scheme called – wait for it – ‘The Owner’s Circle’.
The Owner’s Circle lets BMW owners track their car’s financing and maintenance. Owners of new or old BMWs can also register their vehicles online. From here, they can check the status of a new car order, view the maintenance history of a used car, or get reminders about upcoming service milestones. There’s also an owner-to-owner chat box thrown in, for ultimate convenience.
All this serves to strengthen the post-purchase relationship between BMW and its customers, ensuring an enduring connection long after they’ve rolled their car out of the garage.
And, because any points earned through the Owner’s Circle can be used on a variety of luxury items, it strengthens BMW’s status as a luxury brand – and ensures it’ll be continuing to attract a lucrative clientele for many more years to come.
11. Amazon CRM
We could spend all day throwing statistics demonstrating Amazon’s popularity around, but let’s face it – we’re all familiar with Amazon. As the world’s leading online retailer, Amazon continues to go from strength to strength, led by its enigmatic founder and CEO Jeff Bezos. But how have Bezos and the gang been so good at winning, retaining, and consolidating users of their wildly popular online platform?
Amazon CRM: Case Study
By using CRM, that’s how. And if you’ve ever used Amazon (and the data says you probably have), you’ll know how hard its tailored offers, recommendations, and promotions – all based on your past purchases – can be to resist.
Plus, by asking its customers to register for an account, Amazon makes it extremely easy for customers to re-order. Cash-rich, time-poor consumers can pay with a click, and have their goods gracing their doorstep within 24 hours.
Want to know more? Check out our full Amazon CRM case study to read more about how this ecommerce behemoth is crushing the competition.
We’ve said it before, and we’ll say it again – customers are the most important part of your business. Without them, you wouldn’t have one!
With that in mind, then, ensuring you have at least some kind of CRM strategy is crucial. How will you draw in new leads, juggle unfolding deals, and manage prospects and client relationships? How will you keep your customers engaged, ensuring they continue to use your services while identifying with your brand and values?
If these big brand CRM case studies have shown us anything, it’s that CRM software is just as important as the strategic side – all of the big companies are using it to manage customer data, and extract key insights which can help improve customer experience. Here are some CRM systems that we can highly recommend for all types of businesses:
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Not sure which CRM software is right for your business? To find out, simply fill in our 30-second form . We’ll ask a couple of questions about your software needs, and you’ll receive tailored CRM quotes from leading UK providers . And who knows… give it a few years, and your business could be on this list!
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Apple CRM Case Study
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The 10 Best CRM Strategy Examples in 2023
Top 5 Goals Your Business Can Achieve with CRM in 2023
The 7 Best CRM Systems for Small Businesses
The 4 Best Analytical CRM Software Solutions for Businesses in 2023
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For sales reps:, 7 crm implementation case studies that every growing business can learn from.
Updated On: 05 Sep, 2023
“We are surrounded by data, but starved for insights.” ~ Jay Baer, Marketing and Customer Experience Expert
It doesn’t matter how much data is available unless we can derive meaning from it. As per a study, businesses are missing out on $5.2 million in revenue due to untapped data.
Certainly, every business is collecting plenty of data on a regular basis but not every business is using it properly. The difference lies in the fact that not every business is using a CRM that can become a game changer for them.
Also, every customer expects a lot from the chosen brand. So, it requires all businesses, whether growing or established, leverage the power of a CRM and serve their customers better.
CRM may mean different things for different businesses but the ultimate goal is to satisfy their customers through great customer experiences. The many features and functions of a CRM can play a crucial role in this and that’s why 91% of businesses with over 10 employees use a CRM.
However, CRM implementation can be a big task for growing businesses. From finding out what they need from their CRM to making a CRM choice, there’s a lot that needs to be done. But you are not alone if this seems like a monumental task for you.
1. Omega Financial
2. vk ventures, 3. fitness bell india, 4. moneynotsleep, 5. ajay modi travels, 6. learn digital academy, 7. upanal cnc solutions, want to write your own story, 7 best crm case studies.
To give you the confidence and ideas to get your CRM implementation done right without any hassle, we have put together useful CRM case studies based on our own customers. Every CRM case study here highlights important CRM use cases and vital learnings that can help you in a number of ways.
Take a look at each CRM case study and learn how you can make the most of a CRM and get the implementation done right as per your business needs.
About the Company
Omega Financial is a renowned name in financial distribution that focuses on investment, particularly in mutual funds, and has been operating since 2010. They combine science, data, and technology with human expertise to deliver top-notch wealth management services.
🚩 Challenges They Were Facing
Being a part of the Fiserv sector, Omega Financial deals daily in bulk transactions and processes. Every transaction follows its distinct path and involves various customer touchpoints. Moreover, these transactions take place on a global scale, spanning both online and offline channels.
The main difficulty lay in overseeing the progress of these numerous operations, ensuring no task was overlooked, and assessing the overall business’s well-being. To address this issue, they required a centralized platform that could centralize all operational aspects and foster improved team collaboration.
How Kylas Helped?
Kylas has proven to be a game-changer for Omega Financial, leading to a remarkable enhancement in its operational efficiency. By implementing this CRM, the company has successfully streamlined its processes, enabling teams to work more efficiently and collaborate seamlessly. As a result, productivity has seen a significant boost across the entire organization.
One tangible outcome of this improvement is a remarkable 45% growth in sales. To effectively track and quantify sales performance , the company has adopted a system of assigning weightage points to each deal closed by salespersons.
Prior to implementing Kylas, sales executives were struggling to reach the target of 1500 points, typically achieving only 500-600 points. However, with Kylas in place, the average executive now consistently surpasses the target, scoring higher than 1500 points.
Customer Testimonial ⭐
“We have seen a 45% increase in our sales in the past year- all thanks to Kylas. My team’s overall performance and productivity have improved because of the automation in the system. Even though Kylas is a Sales CRM all my departments use it on a daily basis. Kylas has helped us transition from hard work to smart work and I would like to rate it 5/5.” – Yogendra. S, Director of Sales, Omega Financial
Read more →
VK Ventures holds a significant position in the e-commerce and fintech sectors. The company has created a portal that facilitates merchants all over India to offer a wide range of financial and utility services. These services include account opening, cash deposits, withdrawals, recharge, bill payments, money transfers, micro-FDs, insurance, and more.
Through this portal, merchants can efficiently cater to their customer’s needs while earning a commission on every transaction they facilitate.
VK Ventures is an active player in the e-commerce and fintech sectors. The company has consistently emphasized providing exceptional services to its customers while prioritizing their needs. To support its operations, VK Ventures had an 80-member sales team utilizing a custom-developed CRM.
However, this CRM, developed in Ahmedabad, proved to be outdated and lacked essential features. As a consequence, the company encountered numerous challenges, particularly in effectively managing the large sales team and tracking leads generated from various marketing campaigns.
Thanks to Kylas, VK Ventures achieved a comprehensive customer view consolidated in a single database. This encompassed essential details like customer names, addresses, financial information, and more, readily accessible to the management.
The implementation of Kylas significantly enhanced operational agility for the company. VK Ventures successfully integrated with various external applications and ensured meticulous recording of every process in the CRM, thereby improving transparency.
The positive outcomes of this transformation manifested in increased sales and overall business growth for the company. VK Ventures now enjoys improved client management and better control over ad campaigns while making judicious expenditures across different sources.
“With Kylas, we have been able to track a plethora of fintech-related customer data with ease. Our sales reps can now instantly respond to customer inquiries, which has led to better conversion rates. The industry will witness growth in the times to come, and we are sure that with Kylas by our side, we will meet customer expectations and scale our business positively.” – Vinay Kedia, Director, VK Ventures
Fitness Bell India is a leading Fitness & Nutrition Consultation firm dedicated to helping clients achieve a healthier lifestyle. The company offers expert health advice, personalized diet plans, and tailored workout routines, all delivered through the collaborative efforts of a team of professionals, including dieticians, trainers, and healthcare experts.
With their guidance, Fitness Bell India can help you start your transformative journey towards improved health and a better physique.
Prior to adopting Kylas, Fitness Bell depended on Excel sheets to store customer records. Unfortunately, this manual data entry method was prone to human errors and consumed a significant amount of time.
As a consequence, data often became fragmented across multiple sheets, making it cumbersome to access historical information and past communications with prospects or clients. This disjointed flow of communication resulted in decreased customer experience and satisfaction.
Furthermore, the inflexibility of Excel sheets meant they couldn’t be customized to suit the company’s specific business needs, further hindering their operations. The absence of customized reporting capabilities also made it challenging to make data-driven decisions, adding to their business challenges.
Fitness Bell found the perfect fit for their needs with Kylas CRM, designed specifically for fitness professionals to efficiently engage, follow up with, and sell to clients. This user-friendly CRM empowered Fitness Bell to manage its sales process seamlessly, including contract renewals.
With Kylas, the sales team streamlined day-to-day operations related to data management, securely organizing all customer data for efficient nurturing and personalized touchpoints. Sales representatives tracked interactions with customers, while Kylas’s adaptability accommodated various membership options.
The sales manager easily assigned leads and tasks to specific staff members, ensuring timely follow-ups. The customizable dashboard provided comprehensive oversight for management, and Data Export functionality simplified data transfer.
Fitness Bell gained valuable insights for decision-making through crucial sales metrics and customized reports. Kylas’s multiple integrations fostered better relationships and faster conversions while linking WhatsApp business accounts strengthened customer connections.
Kylas played a vital role in promoting CRM adoption within the sales team, contributing to improved efficiency and success.
“With Kylas, we could scale up sales and improve customer engagement in the past 3 months. Features like Smart Filters helped us to filter data, identify hot and warm leads, and prioritize our leads. We are very happy to say that Kylas not just helped in team collaboration, but improved customer engagement as well.
Kylas does a great job of listening to its customers and keeping up with their feature-related demands. It’s a trustworthy platform that has helped in our path to success.” – Himanshu Kumar, Co-Founder, Fitness Bell India
MoneyNotSleep stands out as India’s pioneering Financial Media House tailored exclusively for Part-Time Traders. Established on December 8th, 2020, MoneyNotSleep is dedicated to delivering essential financial news updates, highlighting investment and trading opportunities, and providing market predictions for the best-performing stocks, equities, bonds, and companies.
Amidst the Covid challenges, MoneyNotSleep ventured into creating a platform for potential investors to build wealth through trading channels. However, as the business grew, it faced several hurdles. One major challenge was handling fragmented data stored in Excel, making it difficult to track leads and deals, impacting sales performance and growth.
The lack of team collaboration in closing deals was apparent, with internal communications suffering, leading to missed information by sales reps. Transitioning to a remote workforce during the pandemic added complexity in monitoring the sales team’s activities.
Recognizing the need for a comprehensive solution, MoneyNotSleep sought to reevaluate its technology strategy. They needed a scalable, integrated, and efficient platform to cater to bespoke needs while enhancing customer experience. Flexibility and adaptability were vital factors in their search for the right solution.
When the pandemic forced MoneyNotSleep to transition to remote work, coordinating with their dispersed sales teams became a challenge. However, Kylas proved to be a savior, facilitating collaboration among remote sales reps and significantly improving team performance.
Kylas brought about a revolutionary change by providing a comprehensive view of customers through centralized data management. The sales team could now track every interaction with leads, customers, and deals, gaining insights into customer behavior to cater to their needs effectively. This transformation from fragmented processes to a fully-integrated system empowered managers with complete control and visibility.
The multi-metric & multi-dimensional Reporting feature in Kylas enabled the sales team to generate performance and sales forecasting reports efficiently, surpassing the previous manual methods of progress tracking. Even while working from home, the sales manager could closely monitor the team’s activities and productivity.
Kylas streamlined data importing, particularly from external sources like their Leads databases, saving time and reducing manual tasks. With routine tasks automated, the sales team’s productivity surged, resulting in a faster sales process pipeline.
Inter-team communications improved significantly with Kylas, enabling a clear visualization of the entire customer journey and facilitating necessary corrections. The Kylas mobile app made curating client information more convenient, leading to better customer support on the go and enhanced satisfaction.
Reflecting on their journey with Kylas, Nishant appreciated the improved flow of information within the organization, directly impacting the end user’s customer experience positively. Kylas played a crucial role in helping MoneyNotSleep navigate the challenges of remote work during the pandemic and elevating their sales operations to new heights.
“After implementing Kylas, the sales team started leveraging the full potential of Kylas’s automation capabilities to take over a number of activities currently executed manually. Kylas has made our sales team more efficient and effective by automating their daily activities, reducing manual efforts, and saving time. Now our sales team can focus more on selling.
I am excited to say that with Kylas, the sales activity has increased by a whopping 150% in the last 3 months. Not just that, the revenue also went up by 20%. Kylas has allowed us to support clients better in the selling process, in turn, leading to greater customer satisfaction.” – Nishant Mishra, Co-founder, MoneyNotSleep
Ajay Modi Travels , based in Ahmedabad, is a well-established travel service company renowned for its diverse range of travel-related offerings across India. With over two decades of experience, the company remains dedicated to delivering top-notch services and tailor-made holiday packages to its valued customers.
The Indian travel and tourism industry took a hit during the pandemic, causing a significant decline in both domestic and international travelers. Ajay Modi Travels also experienced the adverse effects of this situation, leading to an unexpected slowdown in their business.
As the pandemic situation gradually improved, the travel industry began to witness signs of recovery, and Ajay Modi Travels saw a surge in inquiries. Recognizing the opportunity to capitalize on this increased interest and fortify their position in the market, the team decided to take action.
The influx of inquiries brought a diverse range of requests for customization, highlighting the need for a robust system to manage customer data and streamline all processes. Additionally, handling bulk data through manual entry became inefficient, prompting the search for an automated solution that could efficiently manage appointments and booking deadlines, ensuring no opportunities were missed.
Thanks to Kylas CRM, Ajay Modi Travels achieved a comprehensive 360-degree view of their customer database, including crucial details like names, addresses, booking history, and more. This enabled travel agents to efficiently manage customer accounts and handle bookings, saving valuable time.
The streamlined tracking of miscellaneous travel-related data made responding to inquiries easier, improving conversion rates.
Mr. Alaap Modi expressed satisfaction with Kylas’s support and customizable features. The platform seamlessly integrated lead capture forms, prioritized inquiries, and assigned them to the right agents. Workflow automation empowered in-house tour managers to create custom rules based on customer preferences.
With Kylas’s automation, concerns about missed appointments or inquiries vanished, as custom rules ensured prompt communication through emails and reminders. Mr. Alaap Modi also praised Kylas’s receptiveness to new ideas, making the partnership even more valuable for Ajay Modi Travels.
“Currently, we have 20+ users using Kylas, and let us tell you that they have not missed a single lead or call from any prospective traveler. Kylas didn’t just help us boost our sales; it also helped us build strong relationships with our clients. In fact, in the last 6 months, our sales increased to 30% and our customer satisfaction improved by 20%. This CRM is beneficial for businesses looking forward to scaling new heights. I would recommend Kylas CRM to everyone in the travel & tourism industry.” – Aalap Modi, Co-Founder, AjayModi Travels
Learn Digital Academy is a specialized training institute committed to empowering students with university certifications and on-campus placements. Distinguished as India’s sole awarded agency-based digital education institute, they offer a comprehensive learning journey encompassing training, certification, internships, and placement opportunities.
With a dynamic team of professionals, their mission revolves around upskilling aspiring individuals in cutting-edge disciplines like digital marketing, data science, artificial intelligence, and graphic design. As they continue to grow, Learn Digital Academy remains dedicated to providing a transformative learning experience for all.
As Learn Digital Academy expanded as an Ed-Tech business, its counselors found themselves handling a substantial amount of information daily. Initially, they utilized LeadSquared as their CRM for the sales team. However, when the management made the decision to downsize the sales team, they had to transition to using Excel and Google Sheets for data management.
The counselors at Learn Digital Academy regularly reached out to prospective students to identify suitable candidates and boost enrolments. Managing call logs for each call on Excel became a challenging task, leading to difficulties in following up on inquiries promptly, which ultimately resulted in a decline in the enrolment rate.
Recognizing that Excel sheets were no longer sufficient to meet their needs, Nishant realized it was time to explore alternative solutions for their data and customer management requirements.
Kylas CRM proved to be a game-changer for LearnDigital Academy, streamlining student enrolments and admissions with its comprehensive view of every contact and inquiry. The team seamlessly synchronized inquiries from various sources, efficiently tracked incoming students and stored all their details in one centralized location.
The Bulk Update and Bulk Delete features offered by Kylas CRM significantly reduced manual efforts, enabling the team to manage a large volume of student inquiries effortlessly and save valuable time.
Nishant highlighted the transformative impact of Kylas CRM on their counselors, who can now make one-click calls to candidates through IVR directly from the platform, greatly enhancing their outbound efforts.
Moreover, Nishant commended the seamless onboarding and adoption process for this new platform. The availability and responsiveness of Kylas’s Customer Success team through various communication channels, including Telephony, Chat, WhatsApp, and Email, impressed Nishant.
He further praised the team’s promptness in responding to queries within an hour and resolving issues within 24 hours, always handling their requests with utmost priority.
“Kylas’ notes, task reminders, and meeting updates have helped our counselors organize their daily tasks better. Our productivity has improved with this CRM system and most importantly- now we do not miss out on a single lead.
The productivity dashboard, multi-dimensional reports, and Smart Lists in Kylas helped us track inquiries that needed follow-up by our counselors .
I am delighted to say that due to timely follow-ups through Kylas’s automated messages and emails, our overall enrolment rate has improved significantly by 30%.” – Nishant Jhunjhunwala, Co-Founder, Learn Digital Academy
Established in 2011, Upanal CNC Solutions specializes in offering service and maintenance programs for all CNC machine services. As a prominent wholesaler and dealer, Upanal provides a wide range of products, including Milling Machines, Turning Machines, CNC Machine Spare Parts, and more.
Headquartered in Bengaluru, Upanal is known for its tailor-made service and maintenance programs, catering to various needs, from simple care maintenance of technically challenging CNC machines to handling exceptional masterpieces in the industry.
Upanal CNC Solutions, a thriving business, upholds the belief of delivering top-notch service at competitive rates, all while understanding and catering to the unique requirements of its clients. As its clientele base expanded rapidly, Upanal recognized the importance of having a cohesive system that could provide a clear overview of its sales pipeline.
To meet their evolving needs, Upanal sought a CRM solution that would efficiently organize their sales team’s workflow and minimize errors in data collection. They required software that would enable their sales team to consistently follow up with clients, thereby enhancing the likelihood of lead conversions.
Thanks to Kylas, Upanal gained invaluable transparency, allowing them to access a comprehensive view of each customer’s activity log in a single place. The need for centralized information concerning clients, leads, and deals, including contacts, calls, past meetings, and opportunities, was fulfilled, significantly enhancing the visibility of their sales pipeline .
When asked about the top three features appreciated by Poonam, she highlighted Kylas’s ability to create custom reports and provide insights into sales performance. The automated workflows were also a standout feature as they allowed for streamlined sales processes. Additionally, the in-app notifications kept the sales representatives updated, ensuring no important updates or tasks were missed.
“Not only that, Kylas’ robust customer service helped us with quick training that helped our team get adapted to new business processes easily. Transitioning from one software to another was effortless.
It has been going great with Kylas and I am glad we made the switch. As a sales CRM, I would rate it 4/5.” – Poonam Anvedkar, Internal Sales Team Leader, Upanal CNC Solutions
With the right CRM in place, you can serve your customers in the best manner possible. If the CRM implementation is done correctly, it doesn’t matter how much your customer expectations evolve. You will always be on top of your sales.
If you want to understand how Kylas can help your business grow, Schedule your Demo with us and we will tell you how.
Shagun is a content marketer at Kylas, extremely well-versed in all things Marketing. She works closely with the sales team to create best-in-class content for our readers. Her experience combined with her thorough research skills makes all her blogs very in-depth and insightful. In her leisure time, Shagun enjoys hiking, gardening, and immersing herself in music.
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CRM Implementation & Adoption
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4 Amazing CRM Case Studies You Should Go Through in 2022
Are you a business owner? Do you think your company has adapted to the evolving digital landscape?
While you may have figured out most of it, there is one important thing you should know if you want to be successful.
Simply having the best product or offering the best services will not guarantee profitability. It is very important to forge strong relationships with your customers and work on boosting retention and loyalty.
If you are wondering how you can improve customer relationship management, here are a few amazing CRM case studies for you.
As more and more companies turn their attention to enhancing customer loyalty and retention, customer relationship management tools have become very popular.
Besides, even the arrival of the COVID–19 pandemic has accelerated the demand for tools of CRM since 2020. The CRM market is expected to reach a market size of $129.9 globally by the end of 2028 .
So how have the big brands cracked the code and why are they so good at CRM? How do they do it?
To answer these questions, we are going to bring you some case studies which will give you a fair idea.
Without wasting much time, let’s dive straight in.
SEE ALSO: 7 Marketing Automation Trends to Look Out for in 2022
Understanding how big companies do CRM: Case studies
1. apple crm.
Apple, the brand itself does not need any introduction.
The company which was founded by Steve Jobs is a global phenomenon and continues to send ripples of excitement during product launches.
Apple has rolled out revolutionary products including the iMac, iPhone, iPad, and Apple TV. While there are no apprehensions pertaining to the quality of these products, Apple leaves no stone unturned to ensure customer satisfaction.
Let’s explore how Apple leverages Apple ID.
If you have used iTunes, you will know that you need an Apple ID. Besides, even if you use an Apple device, you will need an Apple ID to register it.
Your Apple ID syncs with all your devices to keep track of your movie and music choices and offer customized recommendations based on that information.
What problem is this solving? It provides users with a higher level of convenience.
Apple uses the data it has collected to understand what its customers are looking for enabling them to improve their targeted marketing strategies.
This is a classic case of a well-done CRM.
2. Uber CRM
Uber hit the market in 2009 and since then has been at the forefront of the ride-sharing revolution.
Today, Uber is a household name in many parts of the world, but the big question is, can it continue its dominance in the future? Well, we will have to wait and find out. In the meanwhile, we can take a look at how Uber has acquired more than 95 million customers worldwide.
It is no secret that Salesforce has powered Uber’s CRM strategy and helped the company reach new milestones.
Salesforce, one of the leading CRM vendors in the world helps Uber collect data from users who are engaging with the brand on social media. This approach helps Uber address customer queries and complaints in a timely manner.
Besides, Uber can also keep track of all interactions with customers via an intuitive dashboard.
Let’s not forget Uber’s loyalty program which allows customers to collect Uber Rewards.
Every user earns points when they ride or eat with Uber, which can be redeemed across Uber’s plethora of services.
It is safe to say that it is a textbook example of a brand acquiring customers by incentivizing them.
Did you know that McDonald’s serves around 1 million customers only in the UK? The number is projected to be anywhere close to 65-70 million across the world.
So what is the secret sauce behind ensuring that customers keep coming back for more?
McDonald’s CRM strategy is second to none and this is why this is an interesting CRM case study.
McDonald’s has joined hands with Astute Solutions. This partnership enables the global fast-food company to gain deep insights into customer feedback and their satisfaction levels.
The company can also evaluate a restaurant’s performance based on region and swiftly identify gaps in customer relationships. Besides, this allows McDonald’s to step in before even the smallest of issues turn into serious problems.
Astute Solutions works with McDonald’s to offer real-time customer information, integrate information from its restaurant into an advanced CRM tool, and enhance the accuracy of its reporting to facilitate sound decision-making.
4. British Airways
The aviation industry is highly competitive and very consumer-oriented. Even a single bad experience is enough for customers to never look back.
So how does British Airways manage to fly more than 145,000 passengers to over 200 destinations each day? Why do customers love Birtish Airways?
The answer is clear – it’s Executive Club.
The British Airways Executive Club is an excellent example of one should do CRM loyalty schemes.
The program is free of cost and does have any ongoing charges. It allows passengers to earn ‘Avios’ points when you buy holiday packages, car rental, hotels, and flights via British Airways or its affiliated partners.
These ‘Avios’ points can be redeemed for discounts on accommodation or flight tickets. Users can also choose their seat and meal preferences, paving the way for a flawless booking experience.
As customers continue to fly with British Airways, they will be able to advance through the different tiers of the Executive Club membership (from blue to Gold).
British Airways keeps track of this information using a CRM system named Teradata. It allows the airline operator to stay on top of all customer bookings and how they are engaging with their offers and deals.
Learn, adapt, implement
What are the key takeaways from all of these CRM case studies?
Customer is the king, and if you treat the king right, your business will flourish.
Having said that, it is important to have a full-proof CRM strategy in place to ensure you strengthen your relationship with your customers. It is critical that you start creating strategies to pull in more leads, manage deals in the pipeline, and foster healthy customer relationships.
You will have to figure out a way to improve customer engagement, track your engagement, and also identify a way to improve your brand’s value.
These CRM cast studies have made one thing very clear modern CRM software is a key part of this puzzle.
If you are looking for a CRM software to take your customer relationship management to the next level, you can check out the different tools on our website.
Read our reviews, compare different CRM solutions, and find a solution just for you.
SEE ALSO: 5 Bold Predictions for CRM Software in 2022
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Image 1 Source: rawpixel.com
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 O’Connor. E (2022) “ TOP 50 CRM STATISTICS AND TRENDS FOR 2022 ” EPC Group [online] Accessed [March 2022]
Karandeep was born in Pune, Maharashtra, an upcoming metropolitan city in the Western region of India. While most members of his family are engineers, he had different ideas. He was more inclined toward exploring the non-technical aspects of a business, which is why he studied Bachelors of Business Administration at Symbiosis International University, Pune. Having said that, his love for new and upcoming technologies remained intact, which is why he has written extensively about technology throughout his career. After a brief stint with a gaming company at the beginning of his career, he discovered that his love for writing was not temporary. Being a tech geek, he always liked installing and playing around with new applications on his mobile devices and the home desktop. He was fascinated by how technology can simplify even the most mundane and complex tasks with just a few commands. He keeps a close eye on how businesses use different tools to streamline their operations to boost productivity and efficiency. At ToolsMetric, he writes product reviews that cover the main features and specifications of different enterprise applications. The sheer amount of innovation and hard work that goes into building these tech solutions is one of the reasons why Karandeep loves reviewing these tools. Besides product reviews, he also writes interesting news articles and blogs that track the latest developments in the tech industry. When he is not writing, you can find him rooted to his seat playing video games, watching movies, or supporting his favorite football team. Since his childhood, he has always loved to travel and explore new places. Traveling is a major part of his life due to a myriad of reasons such as experiencing new cultures, food, and traditions. His other hobbies include playing football, cooking, and running. You can find him on LinkedIn here .
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CRM Case Studies With Examples
What is a crm case study.
- Customer service
- Project development
- Human resources (HR)
What’s Included in CRM Case Studies?
- Client profile— company type, industry, and a brief history and description of the company
- The situation— the circumstances that led the company to become interested in a CRM solution
- The challenges— the problems and issues the company was facing that a CRM solution could solve
- The process— the heart of the case study, showing how the CRM vendor or service provider performed its services in a way that met or exceeded the client’s goals and expectations
- The results— the benefits to the client at the end of the day
- Vendor/service provider profile— brief description of the vendor or service provider including contact information
The Benefits of a CRM Case Study in the Selection Process
How tec's crm case studies can help you to find the best-fit crm system, tec’s software selection process.
- Assess : Assess the client’s business processes and goals, gaps in key processes, and discover their functional requirements
- Review : Review CRM solutions and vendor capabilities to meet the client’s business needs
- Identify : Identify the shortlist of CRM vendors and their partner(s)
- Demonstration : Assess CRM solution demonstrations scripted to the client’s business processes
- Proposal : Create and distribute CRM request for proposal (RFP) to vendors to clarify deliverables and project TCO (total cost of ownership)
- Reference : Evaluate CRM vendor and their partner(s) through reference checks from real-world clients on previous projects
- Contract : Perform contract review and price negotiations on behalf of the client for cost savings
- Implementation : Perform oversight and monitor the implementation of the CRM application(s) to enable successful transformation and business growth
Access Our Free Library of Case Studies to Learn More About CRM
TEC provides an extensive library of case studies across all types of enterprise software , including CRM . Below we have selected two TEC case studies that showcase how TEC has helped organizations evaluate CRM software systems and select the ideal CRM system for their current and future business needs: Honor Credit Union (HCU)—A Finance & Banking CRM Case Study Honor Credit Union (HCU), a not-for-profit financial institution, faced challenges with a disparate IT setup and lack of unified CRM system, hindering its customer service efforts. Partnering with TEC, HCU underwent a comprehensive process of business assessment, CRM market review, vendor shortlisting, evaluation, contract review and negotiation, leading to the selection and successful implementation of a CRM system that streamlined back-office processes and enhanced customer experience. Read the case study . Acumed—A Manufacturing CRM Case Study Acumed, a global orthopedic and medical solutions provider, faced challenges with their previous CRM system that lacked functionality tailored to their unique sales needs, impacting visibility into sales performance and consignment-based inventory. With TEC's guidance, Acumed went through a comprehensive evaluation process, including requirement assessments, product demonstrations, and contract negotiations, to select a CRM system that addressed the company's complex needs, facilitated consignment-based sales and inventory tracking, and improved management of customer data. Read the case study .
These enterprise software case studies provide insight into the way business solutions work to optimize key processes through best-fit CRM software systems . For companies interested in more information about CRM selection and implementation, or assistance with their CRM project, please contact us today. Get your free business software case study today!
- Enterprise Resource Planning (ERP) 536
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- Mixed-Mode ERP 112
- ERP for Small Manufacturing Business 100
- Distribution ERP 83
- ERP for Service Industry 35
- ERP for Small Business 33
- Engineer-to-Order (ETO) 121
- Supply Chain & Logistics 299
- Inventory Management 87
- Manufacturing Execution Systems (MES) 57
- Merchandising Software 18
- Supply Relationship Management (SRM) 29
- Transportation Management Systems (TMS) 25
- Demand Management Software 27
- RFID Software 5
- Warehouse Management Systems (WMS) 97
- Supply Chain Management (SCM) 158
- Business Intelligence & Data Analytics 247
- Spreadsheet 1
- Business Process Management (BPM) 100
- Enterprise Performance Management 60
- Business Intelligence (BI) and Data Management 181
- Customer Relationship Management & Support 219
- Customer Relationship Management (CRM) 185
- Call Center 6
- Event Management 1
- Proposal Management 10
- Contract Management 2
- Sales Force Automation Software 21
- Field Service Management (FSM) 80
- Configure Price Quote (CPQ) 33
- Benefits Administration 12
- Compensation Management 6
- Human Resources 24
- Performance Management 14
- Time & Attendance 11
- Workforce Management 15
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- Talent Acquisition Software 14
- Talent Management Systems 43
- Human Capital Management (HCM) 83
- Financial 130
- Billing & Invoicing 17
- Point of Sale (POS) 2
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- Facility Management 6
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- Product Lifecycle Management (PLM) 115
- Process PLM 15
- Discrete PLM 16
- Regulatory and Compliance PLM 26
- Fashion PLM 22
- Retail PLM 48
- Information & Document Management 69
- Document Management Systems (DMS) 58
- Enterprise Content Management (ECM) 52
- Content Management System (CMS) 17
- IT & IT Security 57
- Help Desk 6
- Virtual Private Network (VPN) 1
- Remote Access 3
- Network Security 16
- E-commerce 31
- Web Content Management (WCM) 6
- Communication & Collaboration 31
- Collaboration 2
- Project Management 8
- Project and Process Management (PPM) 23
- Marketing 23
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- Design/Creative 9
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- White Papers 1,791
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- Case Studies 185
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- Industry Reports 79
- Software Reviews 27
- Datasheets 21
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- BigCommerce 4
- Habanero Consulting Group 4
- Strategy Companion 4
- InfusionSoft 3
- Nucleus Research 3
- SAP Sales Cloud (formerly CallidusCloud) 3
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12 Successful CRM Implementation Case Studies to Learn From
CRM implementation can seem like a monumental task to complete. From knowing which CRM to choose, to understanding how to fit it in with the rest of your sales stack , there’s a lot involved from pricing to convincing decision-makers to making sure it works well from the start.
If you’re looking for CRM implementation case studies to give you ideas and confidence to get started, then look no further.
12 CRM Case Studies
Want to get this done right (the first time)? Learn from the CRM case studies of companies that implemented a new CRM successfully to improve the customer experience, drive customer engagement, and increase revenue.
1. How Customer.io Uses Automated Handoffs to Enable Smarter Sales
Customer.io is an established martech provider that needed a CRM to work better with both an inbound and outbound sales process. Plus, they needed it to fit well with their current tool stack and give them automated workflows.
This case study interview with Alex Patton, Director of Marketing & Operations at Customer.io, digs deeper into the technical setup the company uses with their CRM platform and how that process maximizes the team’s time and productivity.
2. 6 Tips for Assessing Your CRM + Optimizing Workflow—from a Revenue Coach
Company/Organization: High Kick Sales
Kyle Stremme’s consulting firm, High Kick Sales, enables sales teams to create an optimized process and tech stack. This case study digs into the insights Kyle learned from helping B2B and B2C companies develop their CRM system and process, plus details into how he helps managers analyze their current CRM and decide on a better system.
3. Implementing Customer Relationship Management (CRM) in Hotel Industry from an Organizational Culture Perspective
Company: Anonymous UK hotel chain
This study done by the International Journal of Contemporary Hospitality Management looked into a hotel chain in the UK as they implemented a new CRM, taking note of what worked and what didn't about their process for implementation.
They administered a questionnaire among 346 managers of a hotel chain and found that organizational culture readiness was one of the most determining factors in the success of a CRM implementation.
4. Choosing and Implementing a CRM for Small Business
Company: Bean Ninjas
Bean Ninjas is an accounting firm for eCommerce businesses. Their tech stack was dissonant and unconnected, and their ‘CRM’ (actually a project management tool) didn’t even have email built-in. The lack of functionality was impacting their business.
Their self-written case study goes through the entire process of choosing the right CRM, implementing the system into a more optimized sales workflow , technical integrations, and the end results.
5. How AAXIS Digital is Saving an Estimated $250,000 by Switching from Salesforce to the HubSpot CRM Platform
This CRM implementation case study focuses on how an enterprise company chose to migrate from one large CRM to another, saving them lots of money on a system they weren’t using to the full.
The case study digs into how they chose their new CRM, and what they’ve been able to accomplish with it including increasing marketing automation and better aligning sales and marketing. Check out our list of CRM implementation resources for specific Salesforce resources.
6. Replacing HubSpot with Close: Scaling Trufan in a CRM Reps Love
Trufan (now Surf for Brands) is a fast-growing SaaS startup with a target market that is tech-savvy. So, they needed a CRM that could move quickly alongside their team, helping them build well-constructed automations that could scale as they grew.
This CRM implementation case study shows how a wrong decision slowed their progress, and how a new solution helped them scale faster.
7. A Successful CRM Implementation Project in a Service Company
Company: Anonymous service company from Slovenia
This academic case study by Piskar Franka and Armand Faganel digs into the process a service company in Slovenia took alongside CRM consultants to help them implement a new solution.
They concluded that a proper CRM implementation can improve the relationship with customers, achieve larger information sharing between employees, and lead to better strategic decisions. This is mostly interesting for historical purposes, as it gives you some insight into the complexity that were involved in implementing a CRM into a larger company in 2007.
8. Hownd Cut CRM Costs by 80% in 2 Weeks—While Saving SMBs During COVID
Hownd works with brick-and-mortar businesses to get more foot traffic, and their mission since the start of the pandemic is to help SMBs get back on their feet and recover. They needed a CRM that would help them cut their own costs in order to help others, and that would also help them move quickly to fill the needs of their customers.
This case study/COVID success story shows how Hownd found the right CRM for their business, cut costs, streamlined their process, and continues to help SMBs survive through hard times.
9. The Ultimate Team Effort: How the Close Sales Team Joins Forces to Build More Solid Deals
This unique case study is the story of our very own CRM software company and how we’ve implemented our own CRM tool into our sales stack. This case study digs into the nitty-gritty of technical setups and integrations, API, and how it all works together for a smooth, profitable process.
10. Switching to HubSpot Adds up for Casio
This enterprise CRM implementation case study shows how consumer electronics company Casio switched from a custom-built CRM to one that was more inclusive for their marketing and sales teams. It shows how they updated their inbound marketing process and increased their new customer sales by 26%.
11. The Unique Sales Process ResQ Club Uses to Power It's Mission to Zero Food Waste
Company: ResQ Club
ResQ Club, a Finnish company on a mission to make zero food waste a reality, needed a CRM solution that would help them track customers and partners and scale quickly.
This case study shows how they used Close to build their own custom processes with Custom Fields , email sequences that are personalized to different European cities, and Smart Views that keep sales reps focused on the right deals.
12. Strategic Issues in Customer Relationship Management (CRM) Implementation
Company: Anonymous UK manufacturing company
This paper from 2003 by Christopher Bull from the Department of Business Information Technology at Manchester Metropolitan University Business School discusses the effects of a strategic customer relationship management process and how it affected this manufacturing company.
The results of this study highlighted that CRM implementations frequently failed. It also referenced a study of 202 CRM projects which concluded that only 30.7% of organizations said the CRM implementation achieved improvements in the way they sell to and service customers.
Testimonials that Highlight the Benefits of CRM Implementation
Once you’ve implemented a new CRM, what kind of benefits should you expect? It depends on your company and current pain points. If you'r considering switching to a new CRM or implementing one for the first time, here’s what real CRM users say:
1. Nick Parker, Founder at FTOCloud
“With Close, we're able to keep track of hundreds of deals and clients over the span of multiple months while simultaneously unifying our team's communication.”
2. Tim Griffin, Founder & CEO at Cloosiv
“ We didn’t start getting traction until we started using Close. I don’t know if the company would still be here if we hadn’t implemented it.”
Read the whole story here.
3. Maryl Johnston, CEO at Bean Ninjas
“The real benefit of Close is less about sales admin time and more about closing more deals. Because Close makes it very easy to stay in touch with customers and for Sales to manage their pipeline without needing a sales admin, we can now go into Close and see all the leads in a broad view.”
4. Aimee Creighton, Sales Administrator at Bean Ninjas
“ The biggest win for me is the cut-down in labor time of setting up leads in our task management system (not designed for lead management) and ensuring all fields are filled out. It significantly reduced the time-intensive manual process of documenting leads. I feel like Close has completely cut that down, and everything is right there from the dashboard. I think it’s been worth the investment.”
5. Monika Tudja, Business Development Manager at Now Technologies
“ I can't imagine my work-life without Close - I've been using it at my previous company and I 'demanded' implementing it on my first day at the current one. I'm useless without Close. Seriously thinking about getting an account for my personal life.”
6. Sara Archer, Director of Sales and Marketing
“ Since we've started using Close, we've QUADRUPLED our average revenue per user.”
Read how they did it here.
7. Sarah Haselkorn, Head of Sales at MakeSpace
“ You guys [at Close] have been a HUGE part of our growth so far, and with your support I have so much confidence that our sales team is set up to scale.”
8. Duncan Burns, VeggiDome
“I am able to stay on top of my outreach, correspondence, and follow-up seamlessly AND relax enough to do a better job, knowing that I'm not missing a beat!”
9. Michael Grady, Lazarus
“ This is a CRM that is all about focus with no bloat which is exactly what inside sales needs.”
10. Aubrey Lim, ThreeTrees
“My first time using a CRM. 8 months in and it's frictionless to use. My favorite features: being able to pull up colleagues' emails to a particular lead, bulk-uploading contacts, email templates.”
11. Timothy Corey, Director of Sales at Commonwealth Joe
“Close allows us to see where we should spend our time and effort. We can look at our sales for the same quarter last year and know what worked well and what didn’t -- this allows me to know where to put my energy, on what companies, and in what markets.”
Ready to Write Your Own CRM Implementation Success Story?
The right CRM helps you easily access customer information, track contacts, qualify leads, improve conversion rates and so much more. If you're ready to implement a CRM, we can help.
For a successful CRM implementation , you need a clear plan to follow. That’s why we’ve given you the right resources to make a better decision. Get our CRM implementation guide here:
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CRM case studies: how the biggest businesses use CRM
Whether you have taken the plunge or not, CRM vendors will tell you that CRMs are a must-have piece of software if you are involved in the sales or service industry. And there is no reason to question their statement; research shows that for every dollar you spend on CRM, you receive a return of $8.71 . And that’s not all. As CRMs become even better at what they do, the average ROI is set to continue to rise.
The benefits of CRM
Whether you are based in the US or elsewhere, CRMs enable businesses around the world to improve and build on customer relationships, hone internal processes, boost communication and increase lead conversion rates by as much as 300% . This latter figure is one that you cannot afford to ignore. No matter how well your business is doing at the moment, with the right CRM in place, it can do even better.
Check out the top ten CRM features than bring the highest ROI in our free guide
But before you travel down the road to CRM, investing time and money, take the time to establish exactly what type of CRM will work best for you. Study consumer feedback and get input from employees that will use the system. You can only keep your customers happy, all-singing and dancing by putting your money into an effective CRM that is a perfect match for your needs. If you want to find your business in the ‘successful CRM implementation case studies’ category, creating a detailed CRM implementation strategy is vital. You should also take the time to look at several CRM implementation case studies, successful and unsuccessful.
Successful CRM implementation case studies
For those interested in investing in CRM software, taking a look at CRM case studies and success stories is time well spent. By looking at the way that others have done it right – and wrong – you can fine-tune your own CRM requirements strategy.
Check out this guide to gathering your CRM requirements for an overview
By evaluating other companies’ case studies, you can see how CRMs have enabled some of the biggest businesses to use it as they should, resulting in a happy bunch of customers and vastly strengthened customer relationships.
Let’s take a look at a couple of examples:
Here we have a company tasked with keeping track of the property and assets of as many as 70 million people. To them, customer service has to be absolutely spot on. As one of the biggest banks in the US, Wells Fargo knows that in order to maintain their competitive edge, they need to go the extra mile when looking after clients. In order to do this well, they make good use of CRM social media connectivity, enabling them to communicate easily with clients that need to talk. Their CRM is also used to make certain that when problems arise, the issue is dealt with by the correct department within the organization. This eradicates the type of scenarios where clients are sent in circles, from department to department, endlessly trying to get an answer. The result is that they build fantastic relationships with clients, achieving a customer retention rate that is one of the best.
A leading publisher in the US, Activision are heavily into the American video game market and has been so for more than three decades. Back in 2011, ‘Modern Warfare 3’ achieved the title of being the ‘largest and most successful entertainment launch in history’. Unbelievably, it made $400 million in just 24 hours! But Activision knew that money alone could not be their only measure of success. They are very big on customer service, providing an unrivaled communication service to their gamers. Their aim is to keep them happy long after the purchase is made. By using a CRM system, they monitor conversations within social media where they appertain to their products, following up to ensure that any problems are dealt with efficiently and positively. Because social media customer service is so affordable when compared to other methods, the company was able to reduce its customer service operating costs by 25%.
Failed CRM implementation case studies
But it doesn’t always go well. At times, some of the biggest businesses get it wrong when it comes to CRM, as can be seen from other CRM case studies.
Here we have a story of a fairly large consulting firm that needed some process design work carried out on their new CRM implementation. However, when they asked for help, the installation was already ongoing and the system was already being built. So why were they asking for help at this stage?
This particular CRM case study takes place a couple of years in the past. The company had made a decision to put in place the “best of breed” CRM system to automate its sales force. They also pulled in one of the world’s largest CRM consulting firms to customize the software.
But things began to go wrong. The consulting firm quoted a figure of $20 million for them to design and customize the new CRM tool. The CIO felt that this was much too high and threw the price back at them, resulting in the consultants not only reducing the price but lowering the scope of work as well; they would make the same margin but do less work. The price was cut to $12 million by removing all of the business consulting related to the technology. This included the process definition, business logic, and work flow etc. Basically, this was everything that the CRM was supposed to automate.
But the CIO made a massive error, believing that all of these processes already existed or could be developed in-house. The fact was, they did not and the company had nothing to start with. Realizing their mistake, the company began to recruit hordes of additional consultants to take care of the creation and automation of the sales and marketing systems. The systems integrator was asking them to automate content that didn’t exist. Now the budget began to rapidly expand, quickly surpassing the original figure of $20 million.
Added to this, the brief had originally been limited to dealing with the automation of order entry and other basic sales tasks but it didn’t stay this way. Now it has become an ever-growing wish list of must-have CRM features . It was decided that while they were at it, they could automate the pricing process, add a product configuration tool and integrate with the ERP.
The scope of the CRM functionality and the requirement of the business to quantity the underlying processes soon spiraled way out of control. In the end, the company spent $90 million on the CRM tool, paying the vendor $15 million and consultants $75 million!
But worse was to come. No-one in the company ever got to use the CRM as it was never successfully deployed. Years later as the economy slowed down, the company gave up on the system and finally went out of business.
What do these CRM case studies mean for CRM?
As can be seen from these case studies, CRM can either be used incredibly well or exceptionally badly.
This may be due to the fact that instead of seeing a CRM as what it is; an incredibly efficient piece of software that can dramatically increase a company’s ROI, they see it as a magic cure-all that will solve all that is wrong with the business. But a CRM only enables systems to work better. By itself, it cannot resolve things that are going wrong, but it will help a company to do things better and faster. Before any type of CRM system is put in place, businesses of all sizes need to decide how they want the business processes to work before they’re automated, and to be sure that these processes actually exist. Don’t make the mistake that the CIO made in the CRM case study above.
Check out our CRM comparison tool to compare CRM systems based on features and functionality
Spending a whole load of money on the most expensive system out there isn’t going to necessarily work unless you do your groundwork. A good idea is to begin with the basics and then add to what you have once it is working well. The most crucial part of using a CRM system is the work you do before it is deployed i.e. putting together a CRM selection team and then creating a detailed CRM requirements document, based upon precisely what your business needs. This should include the organizational and automation of everything related to customer interaction, such as marketing, sales, customer service and customer support. The right CRM for your business will analyze all customer interactions and provide you with a way of improving and building upon the customer relationship.
The CRM requirements stage is so important that it can be responsible for the success or failure of your CRM success. Getting it wrong not only costs time and money but can result in the system never actually being deployed. This in itself can be the death-toll for many businesses, even the largest.
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