xRM? Don’t we mean CRM (Customer Relationship Management)? xRM refers to anything
(x) Relationship (R) Management (M). It is not a product, but a philosophy and an
evolution of CRM.
An organisation has a multitude of relationships that extend beyond just customers
(Employees, Suppliers, Assets Etc). We believe that in order to effectively manage
your customers, you have to have a CRM strategy, but you also need to extend this
to ensure that all your relationships are managed properly. This ultimately makes
your organisation more efficient and effective. This will filter down to enhance
the customer.
Benefits of adapting an xRM philosophy:
Efficiency. You create a more efficient organisation
with divisions that have a 360° view of each other and not just the customer.
Customer Loyalty. Your customers will receive a better
experience when dealing with your organisation.
Profitability. Maintaining and growing your share of
wallet within your existing customers is far more profitable than constantly acquiring
new ones. People within your organisation also become more effective and ultimately
deliver better value.
Visibility. You are able to quickly and easily get access
to information across the enterprise that can be actioned. In today’s economy, the
adage “adapt or die” is ever more applicable.
