Solution - Relationship Management

What is the problem?
Have you ever had the experience of contacting a client to speak with them and having be a bit cool with you and you don’t understand why, only later to find out that finance had phoned them to chase a debt and upset your client without you knowing or have you won the first contract from a client but they do not come back for more, and you don’t know why?.
If you have no way of tracking who in your organisation has what relationship with your customers. Or you do not know what your current or prospective clients’ needs or future needs might be? Then this will be affecting your bottom-line and you need CRM.

If you work in a fast-paced or evolving market it can be sometimes totally overwhelming to need to keep up-to-date with Market trends? You may not be sure of how to collect and manage the information. Then get it to the people who need to know.

Our experience suggests that this is many things. It could be a lack of a good communication, between everyone in the customer relationship chain, from the start of the CRM implementation, which has lead to an incomplete picture of the customer. Poor communication may mean that technology is implemented without effective support or buy-in from users. For example, if the sales team isn't completely sold on the system's benefits, they may not input the kind of demographic data that is essential to the program's success. We have consultants who are trained in Business Psychology so we understand what it takes to get effective buy-in from your people.

Many organisations will try and sell you CRM as a piece of software IT IS NOT a piece of software CRM is a strategic process. We have a track record of implementing extensive and successful Relationship management strategies in Rail organisations. Don't let the technology confuse you, you need to get the customer-focussed strategy right first before implementing the software elements. We have experience of breaking the confusing area of CRM down into easy chunks, using our own effective model 'The Relationship Clock' so that it is manageable for your organisation and minimises resistance from staff, minimises and manages outlay and maintains flexibility so that the solution fits your organisation.

Case Study

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Using a combination of techniques and tools FBM will help your manager understand and implement relationship management strategies. We do this using FBM's own model the relationship clock that helps you to understand where you are with your client and implement effective business wide strategies.

Benefits

• Benefits You understand your customer better and are better able to meet their needs
• This means that being better able to meet their needs they will be more likely to buy from you