Customer Relationship Management. Satisfied customers through integrated consumer and business processes.
Customer Relationship Management
Successful customer relations
We always consider the client relation from the most important stakeholder’s point of view, namely the customer’s. CRM is an important issue in our portfolio to create client relations holistically and – combined with our many years of experience in the application of user experience methods – successfully. In doing so, we link CRM with other digital topics such as e-commerce, websites and portals, mobile business solutions or digital communications. This is how we develop the right solution for you and your customers.
CRM only helps you enhance corporate success if you do not restrict it to merely sales and service activities. Rather, it is about integrating customer processes into all of your business processes.
Within the context of digital transformation, customer relationship management (CRM) has developed considerably. In contrast to the traditional approach of pure data and processes evaluation, your company faces the challenging task of managing all relationships and interactions with existing and potential customers, as well as developing an integrated marketing strategy for a successful customer approach. When you are working with customer data, controlling customer relationships in real time is no longer optional, but an obligation. Your customers are more mobile than ever before, expecting direct information and individually tailored interactions – and this in real time, of course.
We can help you meet this challenge in order to operate a successful, holistic customer relationship management. We will consistently align your entire company with your customers and design your customer relationship management data systematically based on your data, with a focus on the customer – a task that we have been taking on at Namics for more than 20 years.
CRM plays an important role in various business areas and should always be based on excellent customer data:
- In marketing, e.g. to manage campaigns, personalize content, and automate customer interaction
- In sales, e.g. to support sales activities, improve operational planning, prepare and follow-up visits
- In the service, e.g. for the processing of customer requests – be it in the call center, in the store, or digitally as self-service
In addition to the aspects of customer relationship management, CRM also represents a platform, a technical system that we embed and integrate into the solution architecture of your company.
360° customer perspective
The foundation for excellent customer experience.
A holistic data view on the customer and his interactions lays the foundation for a satisfying experience. No matter which channel or activity led your customer to your company, all this information is aggregated into the digital customer file, creating a 360° image of your customer. This is the crux of CRM, in order to fully support customer processes and to harmonize them with your business processes.
- We develop a CRM strategy
- We analyze and record your existing customer data
- We design a 360° perspective of your customers
- We perform a system evaluation
- We implement CRM
Inspire customers with relevant content
Customers tend to purchase or repurchase, if they are addressed personally. If you choose the contents and offers according to the individual preferences of the respective customer, it will not only enhance their experience, but also make a transaction much more likely. A well thought out personalization will ensure that you reach the customer at the right time with the right message.
- We analyze the existing data base
- We draft the appropriate target groups, journey stages, or other segments
- We select and combine the channels we use (e.g. e-mail, push, POS, etc.)
- We design the measures of the individual channels
- We depict the systems’ segments and control the various measures
- We carry out success monitoring and optimize measures continuously
The CRM platform from the cloud
Salesforce is the world’s leading CRM. As a cloud system and its per-employee-licensing, Salesforce is equally suitable for small and large projects. Its underlying platform architecture makes Salesforce the right tool for all industries and the most diverse business processes. Designed as the core of a company’s various marketing processes, Salesforce is integrated ideally into the Namics partner system. Salesforce’s open interface provides a solid foundation for the orchestration of a company’s customer-oriented processes. Namics is a Salesforce partner since 2016.
- We advise you on the use of Salesforce as a platform for customer-driven transformation projects
- We introduce Salesforce as CRM in your company
- We advise you in the areas of Sales Cloud, Marketing Cloud and App Cloud
Customer database und lead nurturing
CRM kickstart with Salesforce
The basis of various marketing activities is a comprehensive customer database. With Salesforce as a cloud-based software as a service range, we are able to provide you with a operable customer database in just a few days. In this way, you can improve your efficiency and effectiveness in the management of customer data and its associated processes directly.
Monetize the website
Far too often, contact forms end up in the middle of nowhere on a website. However, solutions for the database-supported management of leads from various channels are already possible within a few project days. With the combination of content marketing and marketing automation, you will get more sales from your customer contacts.
Your customer data is unstructured and you cannot find your way to an integrated marketing strategy? You already know that you need CRM and you are still looking for the right partner for its implementation? No matter what challenges you are facing, do not hesitate to contact us. We will find the right solution for you.