Customer Relationship Management.

Market Ridge's Customer Relationship Management service provides a refined approach to Customer Service for a Business-to-Customer and/or Business-to-Business relationship that exists within your organisation.

With the correct approach to existing practices, your organisation will ultimately benefit in the following ways:

• Increased Revenue
• Increased Customer Satisfaction
• Decreased Operational Costs

Market Ridge tailors solutions to your requirements according to an eight (8) step approach to Customer Relationship Management:

1. CRM Awareness - development of a strategy that will ensure all key stakeholders within organisations are fully aware of Customer Relationship Management issues and with this knowledge are able to make the right decisions for the CRM project.

2. Scoping Exercise - the gathering of CRM related information about your organisation's business processes and defining the business boundaries to be analysed.

3. Analysis - keeping within specified business boundaries, CRM data is collected and analysed from existing customer information and procedures. This includes analysis of current methods for attracting and retaining customers, and the framework for retention of customer data.

4. Future Strategies - the development of new strategies and benchmarks that will have a customer-centric focus and provide a return on investment measurable by future business operations.

It is at this point that your organisation may require a Support Tool to ensure future strategies can be delivered. A support tool is the use of information technology systems to manage customer data that may include, for instance, a Computer Telephony Interface for telesales or Sales Automated Workflow for the sales/marketing department.

5. Support Tool Selection - involves matching of current information technology infrastructure to the most suitable vendor solution for your organisation's CRM requirements. It is important to select a flexible solution that will meet immediate and future requirements.

6. CRM System Deployment - a very detailed step in the CRM Project that covers support tool deployment, Project Life cycle and specific resourcing requirements.

7. Success Measurement - the use of metric reports to measure the impact of the CRM solution's impact to your organisation.

8. Change Management - to ensure stringent procedures are followed in the event that new business initiatives are introduced to the CRM system.

Market Ridge's approach to CRM has been developed according to thorough and proven methodologies, for the ultimate benefit of your organisation's customer relationship practices in today's highly competitive and increasingly global business environment.