The need to manage customer relationships has been around as long as business has existed. With the invention of information technology, a new discipline in customer relationship building has emerged. Customer Relationship Management, known as CRM, is a discipline primarily focused on utilizing information technology to implement relationship marketing strategies.
What exactly does this mean? Today’s market is fiercely competitive and flooded with products and services that consumers are finding harder and harder to differentiate between. The goal of CRM is to gain and retain customers by offering them the best value in whatever way they consider to be most important. This can include how a business communicates with its customers, how customers make a purchase, and the type of customer service they receive. CRM is essentially a customer focused business strategy that brings business processes, customer lifecycle management, and technology together. CRM is a modern business strategy that moves companies away from a product focused view to a customer focused one. The more a business understands its customers, the more successful the company will be.
The QMS Integration Strategy
How a business approaches customer interactions and builds a relationship with them can be done using a QMS Integration strategy. when it comes to managing their CRM data. Collecting customer data and analyzing the full history of customer interactions allows businesses to offer better services and build better relationships with their customers, with the ultimate goal of driving sales and revenue.
Think about this: How many applications are you currently using that require contact information in order to function properly?
- Product Lifecycle Management?
- QMS Software?
- Active Directory databases?
- HR Databases?
If your business does not have proper QMS Software that allows a QMS Integration strategy, your customer information will be spread out all over the place, and likely not collecting the right data needed for customer related metrics that are specific to your business and your customers.
Not only does this result in losing track of customer touch points and interactions, it also results in drawn out sales cycles, duplicate data entry, and subpar customer experience, and it costs you time and money that could be better utilized for other day to day business operations.
The Super App and QMS Integration
What can be done about it? Your best option is to start with a Super App, and make connections from there using your QMS Software as much as possible to orchestrate these connections.
“Super App” is an umbrella term for a front end platform that can replace multiple apps used by customers and employees to support a composable business ecosystem. Think of a Super App as a Swiss army knife that provides the user with a variety of component tools (miniapps) that can be used and removed as needed. A Super App reduces the need to have multiple apps for different services.
Most companies, regardless of size, have multiple databases that are used by different people and different departments to manage their business operations.
The top 7 databases are:
- PLM (Product Lifecycle Management
- Quality Management/Document Control
- Project Management
Lean Management Software
Most of the time your business collects and stores data for a reason. Anytime data is collected without a specific purpose, that effort could be considered waste, just as any other waste would be classified when looking at a process from a lean perspective.
Lean management software integrates data into a format that is accepted by your most commonly used applications, giving your team the power to access and use important data stored in that software with single data entry effort. For example, if your sales team uses a specific app to build their pipeline and manage customer relationships, you can flood that application with targeted leads integrated with another app. Leads that are customized are ready and waiting, eradicating one of the biggest hurdles in sales.
When your data is centralized, it makes it easy for anyone within the company to retrieve, inspect, and analyze it. Your teams will no longer view leads as a time intensive, administrative function. With CRM customized leads, they see it as a powerful business tool that aids conversions and helps build successful marketing campaigns.
Having access to a unified view of contact and customer information gives your business the advantage of knowing who’s who, allowing you to provide more personalized, thoughtful support and service. In-app notifications of customer inquiries across multiple channels (web form, email, calls, social media, etc) allows you to respond to customers faster by transferring inquiries to the most relevant department. Collaborative tools help team members provide smarter responses and speed up issue resolution times.
How much time is wasted by employees everyday when your data is not integrated? The answer will likely surprise you. Each department likely uses its own tool to store important data and efficiently track their day to day tasks. This can include sales, marketing, payroll, HR, or any other department within your organization. Regardless of how good the data collected from individual departments is, data integration unlocks and delivers its potential. Data is only useful when it is accessible. Valuable time is often wasted by teams analyzing data to look for trends and information. Integrated data allows teams to collaborate, uncover opportunities, and keep data up to date.
Who is qualified to map integrations?
Unless you are someone who deals with databases on a regular basis and can wrap your mind around the vast list of tables and fields that are contained in the sum total of the big 5 databases, integration is probably too big a project to tackle. Many small to medium size businesses avoid integration because they lack the resources and knowledge to confidently make the integration happen. The truth of the matter is, if you are not taking advantage of data integration, your competitors are – and they will win in the end.
Regardless of the size of business you operate, it’s important to recognize and address the big picture of your company’s entire digital landscape which will require integration between different types of software to stay ahead of the competition.
Building your digital management system landscape with a single system to manage every aspect of your business is simply no longer possible in a world that runs on technology and innovation. Eventually, you will need more than one, and they must be able to integrate when needed.
Total Lean Management Software is specifically intended to be a low cost, highly integrated, flexible and continuously improving landscape to which specialty systems can be added where needed, to create the digital business landscape that enables work flows the way your company needs them to work. Managing changes that add capabilities without creating new problems is what Total Lean Management software does best.
Using our Connection Manager software, we will customize the integration between your existing data sources and TLM. This will allow you to either migrate existing data to TLM or update the data in TLM from your existing databases such as accounting, QMS software, customer relations, ERP systems, Change Management Software and more. Visit our website today to learn more.