CRM AND TECHNOLOGY

In the past CRM in Information Technology (IT) was aimed mainly at managing the expectations of customers who wished increasingly complex IT systems to be built. This often required specialist supplier managers who had to restrain customers from adding new elements and ideas to the specifications and design.  In addition, managers also had the, sometimes unpleasant, task of justifying system delays and cost overruns. However, as  IT and the use of the internet grows, some of the principles of CRM have been incorporated into applications.

Today, there are an increasing number of proprietary CRM packages available, together with a wide variety of supplementary packages. All of which allow suppliers to accumulate data relating to customers, actual and potential. The packages also allow the progress of work to be tracked as well as keeping track of repeat orders and customers. Used effectively, CRM can provide a wide range of  information about customers. In turn, this can allow a supplier to tailor the goods an services provided to the precise needs of the customer. However, a significant amount of data on each customer is required to provide this service. Currently, this approach is not used often, especially where the products are few and the customers are many. This is particularly the case in personal service products, such as telecoms and household goods.

Migrators can help with the assessment of CRM needs for an organisation. This can include selection of the most appropriate CRM systems and their peripherals.  Migrators can also support the customisation, installation and integration of CRM systems. Once installed, Migrators can also provide consultancy and advice on the most appropriate use of the data obtained. This can include improvements in product provision and after sales, as well as improving marketing and distribution techniques.

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Migrators prepare papers for presentation at conferences concerned with Corporate Culture and the management of change. Migrators also prepare a variety of White Papers, covering specific issues concerned with the management of change and its environment. Papers currently are available to download, for free, from the Papers & Presentations area of this web site.

Research Focus from Migrators provides a, free, web based information resource for data relating to a variety of current topics concerned with the management of change, its preparations, implementation and integration. Migrators undertakes various types of research and analysis to provide an up to date view of the Research Focus topics. Each Research Focus topic provides guidance, research and other information on the selected issue and its environment. Some of the particular issues concerning relationship management in the telecoms industry  are described in the Customer Care in Telecoms  topic of the Migrators Research Focus part of the web site. 

Migrators provide a variety of consultancy  services aimed at supporting the transition of organisations and the changes needed to ensure the transformation is completed smoothly and efficiently. Details of these services can be found on various web pages including:

Management of Change 
Relationship Management
Communications
Business Support
Training

Migrators also provide a variety of consultancy services aimed at supporting the transition of organisations towards relationship management and the associated new Corporate Culture. Details of these services can be found on the  Corporate Culture Web page.

Migrators also provide a variety of research services, aimed at ensuring  the most appropriate relationship management techniques are used by organisations. Details of these services can be found on the  Business Research Web page.

Migrators also provide a variety of training courses, designed to improve the understanding of CRM principles and operations. Further information can be found on the Training web page.

Some examples of the CRM related  work undertaken by Migrators are shown in the Assignments  web pages.

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