Contact with customers
generates huge amounts of information and data on an ongoing basis – from
addresses, through calls, meetings and order history, to the steps that still
have to be taken to conclude the next sale. The new customer relationship
management (CRM) system provides an overview of the entire course of the exchange
with the customer, thereby improving the information base for Sales and
Following completion of the IT project to introduce CRM in spring
2017 and a transition period, a new team that reports directly to Chief Sales
Officer Wayne Jones has now begun the work of supporting CRM users and
establishing the tool as an integral part of the sales process. Sean Smart’s team is
the contact point for user queries and also has the task of organizing training
sessions, promoting user example sharing, and pressing ahead with the further
development of CRM in close collaboration with the sales departments and IT.
“We are endeavoring to integrate CRM use in the everyday business of all users and still have some work to do.
colleagues in Sales and Aftersales should gain real benefits from CRM in their
day-to-day work. Such as accessing valuable information on a customer’s current
and previous projects in order to provide advice or build on earlier
Sean Smart. “We are
endeavoring to integrate CRM use in the everyday business of all users and
still have some work to do, from solving existing technical problems to
fostering acceptance of the tool. Our objective, however, is to facilitate the
targeted, personalized management of customer relationships in future using
new support team can be contacted by email on firstname.lastname@example.org.