Integrated CRM

Creating an integrated brand-building experience

A major direct sales holiday company wanted integrated CRM systems to support its customer marketing. First, it needed an integrated business and marketing strategy.

Stepping Stones audited the sales, services and marketing systems and practices.

Workshops, involving staff across the business, identified the root causes of defection and lost business, as well as opportunities to sell more, to more customers.

Mixing people from telesales, reps, customer services, product development, marketing and the board in these workshops led to insights amongst all levels of management. These led to great new insights and ideas, and to enhanced marketing strategies for relationship and loyalty development.

It also led to valuable morale boosting and culture change amongst frontline sales and service staff.

Stepping Stones then defined the business and integrated systems requirements including a sophisticated marketing database, integrated call centre, and sales and service systems to achieve the marketing strategies.
The result was that customer numbers, sales and retention all increased, as did employee satisfaction.

CRM services.