| Customer Relationship Management (CRM) |
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What is CRM? Customer Relationship Management, known as CRM, is a software that manages your business contacts, leads, clients and opportunities. Additionally, some CRM systems come with features that help you in tracking customer problems, purchasing patterns and other information that helps you to have a 360° review of your customers and eventually increase sales. CRM has been growing steadily for the last few years and is now seen as the way for any business to excel in this ‘e’ era. The aim of deploying a CRM in any business is to concentrate on the retention of clients by collecting all data from every interaction each client makes with a business, whether this interaction was of a sales type both inbound and outbound or of any other sort such as support type calls. CRM data is collected using various means such as call logs, emails, web or face to face in the field. The data is then used by the business for specific business purposes such as marketing, service, support or sales while concentrating on a customer centric approach rather than a product one. Why CRM? There are many studies that prove that the use of CRM increase customer satisfaction and hence increases business revenue and profits. Harvard Business Review, for instance, concluded in a study that some businesses can boost profits by almost 100% by retaining only 5% more of their clients. Similar studies by PIMS proved that a dissatisfied client will tell around 10 others while a satisfied one will only recommend a business to an average of 3 friends. Further, a study commissioned by Ventura showed that if customer service problems were eliminated completely, then this could potentially double profit growth of the business over a five-year period. Moreover, today’s product life cycle has become really short. This has deprived businesses from enjoying the sustained financial benefits of being product innovators. Not only competitors are coming out with copycat products to the market quicker but new generations of products are introduced more quickly making service and support the key to retention of existing and future customers. Finally, implementing CRM in business will help the business cut costs and keep customers. Additionally, several analysis show that the cost of acquiring a new customer could be up to seven times more expensive than retaining an existing one.
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St. Andrew's Grammar School in Perth WA enlisted the services of Mr George Zeidan from Zeidan Consulting to completely upgrade and re-build our school web page. The final product and subsequent back up has been nothing short of outstanding. During the construction process, George worked closely with my staff and with me to...
Craig D'cruz, EX-Principal, St. Andrew’s Grammar
We found that Zeidan Consulting provided outstanding service and was an excellent company to work with. Our questions were answered quickly and nothing was too much trouble. The website creation process was consultative and we are very happy with the end results.
Anthony Seric
Technical Manager, FujiFilm Australia
DS Chemport (Australia) Pty Ltd
Normally, the task to create a website is scary for everyone, who isn’t an IT expert. However, creating the website for St. Andrew’s Grammar in Perth with George Zeidan has been a very inspirational journey for me. Not only was he able to explain complicated IT matters in a very simple and clear way...
Sabine Hofferberth, School Development Officer, St. Andrew’s Grammar
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George has worked with us on our website for a number of years now. The work that he has done for us has been first class and we would not hesitate to use him again; as and when required. You won't find a more genuine, knowledgeable and easy-to-work-with partner.
Alun Bartsch, Producer, MagoFilms
Zeidan Consulting have done a wonderful job bringing our Website up to date with a new look and feel. Nothing is too much trouble for George and he helps us and trains us in just the right amounts. We feel like we are now in control of our Website content, but Zeidan Consulting is always on...
Alan Artherson, Business Owner, 1300 Intech
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