xRM: Strategies in Action

By harnessing the power of Microsoft Dynamics CRM, xRM can deliver a new and more flexible way to manage relationships.   Here are just a few examples: 
  • A large, state government-based organization uses Microsoft Dynamics CRM to manage its teacher certification program.   In the system, contacts are educators.   Each educator has areas in the system for tracking their schooling, work history, and certifications. The system also contains a portal so that educators can, for example, update their personal information and pay certification fees online. 
  • A major financial institution wanted a system to better manage the process by which they review and interview potential hires.  Using Microsoft Dynamics CRM, a solution was built to track candidate documents (resumes and cover letters) and schedule all activities held during the process of recruitment, like the initial screening, resume review and finally, interview. 
  •  A U.S. Air Force command utilizes Microsoft Dynamics CRM to receive, disseminate, and track the chain of organizational tasks and resulting sub-tasks within their organization and from Air Force Headquarters at the Pentagon.   In this system, accounts are organizations and contacts are users and action officers charged with the coordination and response to policies and procedures.
  •  Our most recent xRM implementation involved a national sports governing body.  The organization needed a system which would consolidate operations between it and its many associations—up to 110 of them.  We created a CRM template solution which leveraged our hosted infrastructure.  This template is fully customizable and can be developed to suit the individual requirements of each association.  The system now provides a centralized entry point for disparate data sources, something which improves workflow and communications between associations. 







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What’s New: Social xRM

Facebook just hit its 200 million user mark and Twitter’s increasing popularity is the big story so far this year.   Many companies are using social networking and micro-blogging sites such as these for their marketing efforts, but did you that they can be used to improve your customer relationships?  Twitter, for example displays some xRM key characteristics, including access to customers—or in this case potential customers, and relationships—specifically those built between Twitter followers.   The opportunity for companies lies in the management component of the equation.  Leveraging brand interactions profitably will require some serious out-of-the-box thinking, which is what xRM is really all about.  Read more about Twitter in this arena here. 

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XRM Strategic Analysis

We strongly suggest starting your CRM process with our Strategic Analysis. When we are done, we might recommend that CRM is not the right product for you. Rarely does our analysis take more than one week. We interview users at all levels and ensure that proper expectations are set accurately. Additionally, part of our deliverables is a success criteria document that can be used with any CRM implementation partner. The Strategic Analysis is all about education. We educate you on CRM and via in depth information gathering sessions, educate ourselves on your business.

Here is an outline of our approach and what it entails:

  1. High-level strategic analysis.
    • Three days on-site at your business.
    • Approximately two days are spent compiling documentation reg.
  2. Educating the customer.
    • Detailed CRM Overview to give you an idea of what CRM can really do.
    • We give you a customized CRM demo.
  3. Due diligence efforts.
    • Streamline questionnaires are given so we can further understand the scope of work.
    • Further shadowing and requirements gathering are given.
    • A comprehensive mock up is attained.
    • Providing a detailed statement of work with expected cost.

CRM is a strategic long term decision for your company. More often than not companies are simply not prepared to start the process. They have not performed enough due diligence and they are not 100% clear on what value they are going to get from the solution. Additionally, they have no specific and documented short and long term goals for the product. Our strategic analysis will answer all your questions up front, before you make any large investments. We feel this process is one of the best investments your company can make.

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