CRM, Zoho and integration specialists
Clareti CRM
Clareti are CRM, Zoho and Integration experts. A Zoho Advanced Partner with more than 20 years experince in a range of industry sectors.
CRM ...managing your customers better, improving loyalty, increasing engagment
CRM shouldn’t really be about computer systems or software. It is much more of a philosophy about how customers should be managed at the centre of your business. Yes it is about returning a 'profit' in the widest sense of the word but it is also about developing trust between your company, your employees and clients; ensuring that your staff manage and serve customers in ways that your customers want.
CRM isn't
- An IT system
- About installing another computer system that no one will use and that will cost you a fortune in support fees
- A sterile list of customer details
- An inflexible single issue database
- Old fashioned and server based
- A standalone system
CRM is
- A mind-set about how to manage customers through engaged employees
- About winning, keeping and developing valuable customers
- Wide ranging in its applicability
- About building engagement and loyalty
- Capable of being integrated across a wide range of other business systems
- Ever evolving to a more comprehensive ways of managing your customers
How Clareti can help with your CRM
Good CRM system design is vital in ensuring your whole team engage with your sales, marketing and support processes and the investment you have made in CRM.
This system design process has to allow for a straightforward way to enter accurate data. This must exhibit real value for the user and allow for easy updating. The CRM system just needs to work out of the box and first time, you shouldn’t have to do battle with it. Most companies don’t want all the incredibly complex bells and whistles they just want an easy to use system that is going to act as a central customer ‘go to’ system but also to allow for marketing automation and easy switching between regularly used applications.
"There is all too often a disconnect between what clients want and need and a system designed by the IT department. Any system should be business-led’ and the system technology aspects should, wherever possible, be adapted to make it user friendly and to support the core 'revenue' generating activity within the company. At Clareti we do not like the saying “computer says no!” and neither should you."
When considering training requirements the identification of system champions and the training of key people who are going to be the go-to people in the initial implementation will help in the implementation process.
Don’t assume that staging one training course for everyone will be sufficient. Drip feeding of key system elements and processes over a period of time and giving people tasks to underline the company’s commitment to the change process will be vital.
By training the trainer you will benefit not just from reducing overall training costs but also ongoing support costs. After all a system that needs large amounts of ongoing external support is not a comfortable place for your organisation to be and reflects badly on the system design or user interface.
Considering the extent to which data is migrated from existing systems and processes is a core part and an often overlooked one of the CRM implementation process. Clearly for a new company there is very little data to migrate but if your business has been running for years it is important to consider how much and which data is going to be useful attached to customer records.
"Automation within your CRM system can be a difficult concept for some to grasp and one that gets lost in 'business as usual' however it is a powerful way of saving time and money and ensuring critical elements of your service are not forgotten. When correctly implemented, it will help you nurture and retain clients and run internal processes without manual intervention and ensure things get done.
Clareti will help you demystify automation and encourage your staff to ask 'Wouldn't it be nice if?...". As more often than not the system can remove manual processes and do things 'automatically'.
We can redesign processes or implement new ones with automation in mind through a targeted consultancy project. Our experience in this area is huge and you will be benefiting from knowledge built up over many years in both specifying but also using automation in Zoho CRM."
"A CRM system never exists in isolation of other parts of your organisation. It always needs to integrate and ‘talk’ to other parts of your IT infrastructure. Clareti has implemented hundreds of CRM integrations. Our experience encompasses a large number of ‘out of the box’, semi and full custom API integrations using code or integration platforms such as Zoho Flow or Zapier. Nothing phases our experts."
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