Customer Relationship
Management Solution

Customer Relationship Management is of vital importance for all organisations because you need to be ‘professional’ in all actions and activities involved in looking after your customer. The reasons for that are that you want to get a good reputation and that the types of sale with the least cost of acquisition is ‘repeat sales to existing customers’ or ‘new products / services to those customers’.

Therefore, when any one from your company / organisation talks to any one at your customer’s organisation, your person needs to know everything about all your company’s relations with the customer company and with each member of their staff.

The information, which eLink Advantage™ customer relationship management solution, holds includes the history of contacts, actions and documents exchanged and in particular the current outstanding items to be dealt with and the planned actions for the future.

You or your member of staff will be talking to a person at that organisation so you’ll need to know business-related information about that person, for example meetings booked with someone else from your company, the products that person has bought from you, any credit control problems, any quality or delivery issues currently being discussed, any recent mailshots or emailshots sent to them, any on-going sales opportunity, any joint project work being undertaken, may be even about friends you both know.

The further information eLink Advantage customer relationship management solution can hold when required is first name, last name, title, sex, job title, private address, three phone numbers, three email addresses, language preference, and birthday date.

Every contact and each company carries a record for every communication, email, letter, and contract, together with details of all actions, meetings and diary entries. Each person and company can be linked to one or more projects, sales opportunities, marketing campaign, companies / organisations (with the job function / job title / role and also with a start date), and the products he / she is interested in or has bought from you. Each person can also be linked to other contacts eg personal assistants and secretaries, or significant business friends and each company can be linked to other companies and relationship specified (and using a organisation chart can be seen graphically) and there’s also a general memo field. A photograph can also be added with other customer data eg whether to use first name, positive opt-in for emails, Christmas card list, Source of contact, and which mailshot list.

With regard to their company, you may want to know who else your company deals with there, what other products and services you provide them, what projects and sales opportunities are live at the moment, may be you want a quick hyperlink to their website to understand more clearly what their business is, or what subsidiaries or other associated companies, divisions and offices they have. eLink Advantage customer relationship management system gives you the opportunity to have all this information at your finger-tips. (The good news is that it’s faster to get the information at your fingertips than it is to read about it!)

When that person moves to a new company, you will want to re-establish the relationship with your existing customer company and also try to maintain your relationship with your personal contact at his new company so the eLink Advantage customer relationship management solution holds all the communications and actions detail with the company (as the ‘company’) has been involved and also with the individual so that anyone coming to the situation knows everything about your previous relations with the company and the person.

Customer Relationship Management and the related communications and actions are core to the operation of any organisation and it’s crucial that everyone in the organisation contributes to the amount of detail held. The more people use it the better it is, so it’s vital to have one integrated system for all your staff and executives to use. eLink Advantage customer relationship management solution provides this, ‘on-demand’ whenever and wherever and protected in a secure environment on resilient systems.

The benefits of the eLink Advantage customer relationship management solution are:

• Better customer relationship management because staff can get the details fast and accurately

• Better staff productivity because all the information is held electronically

• Improved security and risk protection because the information is building into your Corporate Knowledge Base, held on a resilient system under high data protection rules

• Better management and control because all the actions and follow-ups are extremely visible and because there is a wealth of management information available

• Better morale because everyone can be seen to be more ‘person-centric’

• Improved profitability because of retaining existing customers and because of freeing up sales staff to develop more new customers

The system stands on its own as your customer relationship management solution or because of the interconnection with other modules available within the eLink Advantage business management system, it can be used as a starting point for a more comprehensive business management solution. 

Your initial solution can be amended and extended by you on-demand, live on your system at any time, it will grow and adapt to match how your organisation grows and adapts to your market needs.