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To be ‘connected’ and engaged with our customers we also need customer relevant solutions to be connected. In the era of social media you often hear the phrase that ‘Customer Service is the new marketing’ – but if our channels are not connected, if we dont have cross-channel – cross-communication visibility of the conversations with our customers how can we deliver the type of engagement that fosters the brand loyalty we seek.

 

The first generation of solutions were constructed to serve the needs of business silos. The result being that customer information was fragmented across channels and customers received inconsistent levels of engagement dependent on the channel(s) they used.

 

With the second generation of solutions came the age of the CRM ‘suite’ which promised to provide a ‘single view of the customer’ across channels and business processes, but this was rarely the case. The platforms used typically didnt go deep enough for the line of business need and were quickly super-ceded and integrated with ‘best of breed’ solutions that covered the key business requirements.

 

Also a critical factor in both the first and the second generation of solutions was that the customer was seen as a [RECORD] in a database which afforded little opportunity for businesses to gain any real insight or intelligence without resorting to the use of specialized tools, whilst also defining these solutions as ‘systems of record’ rather than true ‘systems of engagement’.

 

With the 3rd generation of we are able to deliver on the promise of 1:1 customer engagement across all channels of customer interaction, delivering:

  • Contextualized Marketing & Service, serving the needs of the individual at the time of need
  • Fully integrated process and order orchestration across all sales and commerce channels
  • A harmonized customer experience across physical and digital channels AND CRUCIALLY
  • A platform not just built on customer data, but a platform built on CUSTOMER INTELLIGENCE allowing you to ‘live in the moment’ with each and every customer

 

 

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  1. Account and Contact Management
  2. Activity Management
  3. Collaboration and Feeds
  4. UX, Personalization and Productivity
  5. Lead Management
  6. Opportunity Management
  7. Quotation Management
  8. Visit Planning and Execution
  9. Sales Planning and Forecasting
  10. Sales Analytics and Predictive Analytics
  11. Partner Channel Management
  12. Mobility
  13. Territory Management 
  14. Workflow
  15. User Management and Role Based Access
  16. C4C Service Extensibility
  17. Groupware Integration
  18. Back Office Integration
  19. Account 360 and Sales Intelligence
  20. Customer Insight
  21. Administrative Functions
  22. Product Master
  23. Pricing Management
  24. Organizational Setup and Management
  25. Surveys
  26. Industry solutions
  27. Key Partner Solutions
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