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Strategic CRM: Providing CRM Insights, Enhancing Customer Experience, and Promoting Channel Optimiza
Matt Carusone, Chief Business Consultant, Strategic CRM, feels that most organizations have invested large sums of money in an effort to launch their CRM initiative.
However,
fewer
companies are taking the time to determine whether they are getting
There aren’t many companies out there that will go the extra mile first to learn about a business then formulate and implement a strategy that works for that business
Company
Strategic CRM Headquarters
Trumbull, CT
their best bang-for-the-buck from
Management
these CRM investments. Helping
Matt Carusone, Chief B
them in this assessment is Strategic
For a real time understanding of the functions of Strategic CRM, consider the case
Description
CRM—a company that leverages
of Madison Manufacturing, which is a mid-sized manufacturing firm that develops
Matt Carusone, Chief Business
Microsoft solutions to employ cost
and sells fiber optic cable systems to small to medium sized companies. Madison
Consultant
effective ways to identify and
needed a large workforce to be more productive from a tracking perspective. This
Consulting company sp Relationship Managem small to medium sized
resolve issues that hamper user
was having an adverse effect on funnel management and the efficiency of the
adoption and payback from CRM investments. Strategic CRM’s mission is to
workforce. They were also using the same business card file systems since the 1990s
provide professional, detailed, consulting services to companies needing expert
for keeping track of leads, without a system in place to organize and go over each
guidance on how to retain their current customer base. In addition, it helps clients in
representative’s funnels and revenue projections. This is where Strategic CRM
acquiring new business, through a systematic evaluation of the clients’ sales force,
stepped in. The company customized a CRM solution that helped client organize
followed by solutions to help generate more revenue and profit for their businesses.
their sales force and bookkeeping in a more efficient manner that fit their business profile and future direction, thus improving efficiency.
The company doesn’t align itself with any one CRM software vendor. However, it partners with all of the major players in the industry such as Microsoft, Salesforce,
As the industry continues to move slowly out of post recession customer retention
Sugar CRM, VTiger and Crmery Joomla to utilize their proven solutions. “Strategic
and advocacy reigns supreme, implementing or evaluating CRM solutions will be a
CRM will stand out from the competition based on the philosophy and
very high priority to most business owners and C level executives—Strategic CRM
methodology that we have implemented with each potential customer,” says
aims to use this opportunity to its advantage. “With my business development
Carusone. “There aren’t many companies out there that will go the extra mile first to
experience and the amount of contacts and networks I have in the tri-state area, we
learn about a business then formulate and implement a strategy that works for that
will be able to make Strategic CRM profitable inside a year,” says Carusone. “With
business,” he notes. Strategic CRM’s “top down methodology approach” of
the emergence of Social Selling, i.e., LinkedIn, Facebook, and Twitter, it’s just
integrating people, process and technology to ensure the success of customer-
another prospecting avenue for me to generate revenue and grow Strategic CRM in
centric initiatives is widely recognized as an industry standard. Its solutions in the
an explosive CRM market,” he concludes.
areas of CRM/social CRM insight, knowledge communities, customer experience and channel optimization are unique to each organization and are focused on creating meaningful impact to the company and the customer. Strategic CRM has performed extensive research on the enormous potential of CRM consulting in all niche markets in the U.S. and Worldwide. The company’s target market is 200 to 2000 employees sized businesses in any vertical market, with a keen focus on financial, healthcare, and manufacturing sectors.
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