Effective CRM analysis requires much more than a monthly summary of web site hits, a chart detailing response rates for a marketing campaign, or a report on total call volume. These may be components of the solution; the solution must be much more comprehensive. It must provide not only a 360-degree view of a customer but also a picture of how all business activities influence the customer.
A true CRM solution provides the following:
Flexible dynamic reporting, key performance metrics, modeling and forecasting, customizable measures, profiling capabilities, and analysis integrated across all business areas to identify complex customer behavior and subtle influencers Integrated multi-channel analysis to see customer activity across all channels and understand the mutual influence of customers' online and off-line actions
A fully integrated application that is not a point solution but offers an analytical platform that ties together and balances all customer, business, and financial data sources
Features that support constant measurement, understanding, and refinement of the business practices. The solution must be part of an iterative analytic business process
Dibon's CRM Services
Our CRM Service Offering helps you position your organization as a lead player in today's fast-changing business scenario, which is focused at acquiring and retaining customers by providing total customer satisfaction. Our expert consultants can help your CRM initiatives by offering the following specialty services.
1) Business Process Assessment
Our Business Process Assessment service focuses on Optimization, Modeling and Validation and uses the following elements to help customers assess and fine-tune your business processes.
Process Steps
Decision trees
Data elements
Activity volume
Metrics and cost drivers
2) Software Selection
Selecting the right software for your business is crucial to a company's success. Software selection involves assessing requirements, researching vendors, selecting finalists, conducting demos, and negotiating a deal. Dibon's approach to software selection ensures that you get what you need as quickly as possible.
3) Implementation Services
Dibon takes the worry out of implementation. Our methodology addresses all aspects of implementation to make sure we're aware of all issues up front.
Our process includes:
Process Definition and Analysis
Business Requirements Definition
Technology Assessment Assistance
Solution Design Development
Implementation Planning
At Dibon we believe that one of the most important steps in software implementations is knowledge transfer. Our consultants focus on the following objectives:
Build client project ownership
Increase sustainability of process and system changes
Develop client skills to perform activities independent of consultant support
Build knowledge transfer into implementation