Customer Management

A comprehensive database of all Companies, Company Contacts or Individuals. A single repository for the information known about how to contact them, their buying behaviour, campaign participation and personal profile. Each client can be viewed by previous and planned communication, opportunities they present and to which markets segments they fit.

INCREASED EFFECTIVENESS OF COMMUNICATIONS Improved connection between Sales & Marketing A single view of all customer information and activity Easy electronic communication with one or multiple customers Clear focus on the value of each sales opportunity Clear view of the impact of activity and resources

Business Functions Supported

Accurately manage the capture and maintenance of Contacts and Company data :

• Company, Contact at Company and Individual entity types
• Full support for B2B or B2C environments -- or both within the same tool
• Entities assigned to different teams and account managers
• Different Profile flags relative to entity types
• Relationships created between individual and organisations
• Multiple address formats
• Multiple locations for an organisation
• Part word Search capability

Efficiently schedule and recall activity plans, reminders and history :

• Scheduled advance activities; Include other users
• Full diary history -- Meeting, Phone Call, Email, SMS, Notes, Responses
• Participation in marketing communications and events captured
• User specific views of activities saved and visible via The Dashboard

Easily develop and manage the dispatch of simple and complex administrative and promotional email :

• Access to email templates
• Personalisation of templates
• Access to images and inserts from the Digital Library
• Outcomes reported for opens, clicks, un-subscribes, bounces
  

Dynamically segment and filter customers from all customer data :

• Structured exploration of customers groups
• Segments created based on marketing activity, profile information, sales and account data or system activity
• Filters created from multiple segments
• Filters created by combining segments and customer data
• Segments created for specific campaigns
• Segments created at a point-in-time or for changes
• Users segments hidden from other users
• All segment criteria saved and retained for future use
  

Effectively manage Sales Opportunities and Pipeline through to conversion :

• Sales opportunities created from the main menu, company or contact screens
• Opportunities assigned to an individual customer
• All opportunities for a company viewed together
• Expected value of each product assigned to an opportunity
• The likelihood of success and % weighting assigned to an opportunity
• Stage in Sales Cycle identified for each opportunity
• Expected time frame identified for each opportunity

Accurately track, measure and report customer sales opportunities and responses and segment views :

• Standard Reports selected from a menu / tree
• Tabular and graphical display of information
• Sales Funnel Reports
• Sales Opportunities Reports
• Response Reports
• Segment Reports
• User specific views saved and visible via The Dashboard