Customer Relationship Management (CRM) is a combination of processes, policies, procedures and strategies implemented by an organisation to unify customer interactions.

The desired outcome is to retain, acquire and cross/up-sell to customers.  People interacting with an organisation perceive it as a single entity. However, many silos exist in organisations especially in large and complex ones. CRM involves the use of technology to gain visibility through these silos, tracking customer information and enabling staff to effectively serve the customer.

Operational CRM supports Sales Force Automation and can provide Sales Management Support. Analytical CRM can support the design and execution of marketing campaigns as well as the analysis of customer behaviour for segmentation, pricing and product development purposes.

The Customer Experience Company has over 10 years expertise in the design and implementation of CRM projects. We have the "scars" from many projects and are able to apply the lessons learnt. We can help you:

• Determine if and how you will benefit from a CRM Program.
• Define what aspects of CRM to work on, when and how to make it work.
• Sell this to your organisation and maintain ongoing interest.
• Design from an "outside-in" perspective considering the customer, multiple-channels, employees and other stakeholder.
• Select, specify, build and roll-out the solution.

We have expertise and point's of view on solutions, business and technical architecture, change management and deployment. We have in-depth knowledge of package solutions such as Siebel, "suite" solutions that form part of an ERP offerings, Software as a Service (SaaS) and custom-built applications. Our experience includes small to large implementations including implementations which have over 10,000 users.

We have hands-on experience in all aspects of CRM with specific expertise in Siebel across financial services, telecommunications, consumer products and government in Australia as well as internationally.