Sapientia Consulting   P.O. BOX 2492 5202 CL  ’s Hertogenbosch   

T: +31 (0) 73 6233833 F: +31 (0) 84 8304217  

Info@sapientia.nl   K.v.k. Oost–Brabant  14080692

CUSTOMER RELATIONSHIP MANAGEMENT

CRM is a way of working, which puts the improvement of all customers’ contacts at first place. The aim is to give each customer an individual value position, based on his or her whishes. The thought behind CRM is that customers get a better treatment, if they represent a higher value to the organization. With the help of CRM you can actually see the customer. This enables you to ensure customer satisfaction and customer experience.

UNIQUE CRM SERVICES

Sapientia Consulting offers wisdom through its unique services, wisdom that is needed by your enterprise to survive in a market,  that is based on the availability of information. Due to the information availability that is provided by the economics of  information available on the internet,  it is not done, not to know your customer.

STRATEGY NOT SOFTWARE

Customer Relationship management is not about software but  a strategy, that is implemented through technology. At this moment several CRM systems can be found on the Dutch market. The last years a trend can be notified to use these systems online in a hosted model,  the advantage of a hosted model ( also referred to as SAAS or Cloud software ) is that your organization does not need to invest in architecture and hardware.  During the implementation of a CRM system it is of utmost importance that you implement a new strategy and not only new software or a replacement of the functionality of your old system.

CRM INTEGRATION

A CRM strategy is about integration of the following applications: Customer-facing applications:  applications where the customer interacts with the company. An example is a call center or a helpdesk; Customer-touching applications:  applications where customers directly contact your organization. An example is self-service; Customer-centric intelligence applications:  These are applications, which can analyze the results of operational processing and use the results to improve CRM applications. This is mostly about data mining and data warehousing, which is used for analytical CRM that   provides reports about customer behavior, customer interaction and sales prediction.

CRM SYSTEM CHOICE

After a careful thought, the enterprise decides for a specific CRM package. This choice can be based on external and internal factors, such as the fact that a competitor had a high ROI with a CRM implementation, the integration possibilities with its own ERP package, the availability of consultancy services or a branch that already uses a certain CRM package.  Most large enterprises have a proprietary CRM solution of Siebel, Oracle, Microsoft or SAP. These are the traditional huge CRM suppliers, who offer integrated packages. Since 2004 also high quality opensource CRM packages  are available.  It is advisable to involve Sapientia Consulting during the path of CRM package selection, in order to ensure the most efficient resources for your implementation in an early stage.