By David Ingham
Everyone's been talking CRM for years, but few people have gone ahead with implementations. Great Plains says it's now in a position to deliver complete CRM solutions.
Great Plains Middle East has been building up its expertise in customer relationship management (CRM) and says it’s now in a position to help customers deploy CRM solutions.The idea of CRM is that companies utilise technology to help them achieve a business goal – improving customer service and becoming more familiar with customers’ preferences. But whilst there’s been talk about the merits of CRM for at least three years, little progress has been made towards companies actually doing it.The reason, according to Great Plains regional manager, Nizar Badwan, is that CRM requires changes in business processes, attitudes and behaviours as much as it requires the deployment of any technology.“Although everyone talks CRM, no-one really knows how to do it,” says Badwan. “It needs to be thought through. You have to think ‘What appealing products and services can I build for my customer?’”Great Plains Middle East says that it now has the pieces of the puzzle, in the form of a product developed with CRM market leader, Siebel, and well-trained consultants based in the region.The Great Plains Siebel Front Office package was developed with the needs of Great Plains’ target customer, the small/medium sized company, in mind. The package has modules for sales & marketing, call centre and field service.Backing up the software is a team of locally-based consultants that won’t cost the sort of sums involved in bringing in specialists from Europe. These consultants can help companies assess their customer service goals and then help them configure the software to meet those goals.