CRM & SAAS

As the customers become more demanding their expectation is to be served across the purchase journey of product evaluation, purchase, service and feedback. They demand uniform experiences across channels as they have greater control over the purchase process, especially with the advent of digital world. Today, the line between CRM and digital has blurred with SAAS taking centre stage. CRM has now become a service to execute the digital strategy of a brand across marketing, sales and customer service. CRM is no longer software but technology to monitor and capture customer insights and provide a 360 degree view of the customer’s journey which critical to tweak the strategy real time for maximum impact.

We at Cranberry are best placed to become your CRM partners because we are your digital and technology advisors. Having expertise in both we ensure your digital strategy marries the CRM strategy which ensures your CRM implementation becomes a success.

Most CRM implementations fail today because they are implemented as a pure technology solution only to track and report data. Also internal stakeholders don’t give it due importance as the system is not aligned with the process and does not provide information which will help the stakeholders to execute their function effectively.

At Cranberry, Our capabilities lie across the full range of brand & digital strategy, integrated marketing, marketing automation, sales automation, and customer support. This ensures CRM when implemented is used to communicate with customers as per the brand’s strategy and captures and reports data of customer experience across the enterprise. This then ensures CRM’s acceptability and success.

Our CRM approach centers on:

• Understanding your current processes across marketing, sales, customer service and social
• Identify gaps and realign processes as per business need and the customer segment
• Prepare a solution blue print highlighting all key requirements
• Assisting in technology and vendor selection
• Working with the technology vendor for a successful roll out (as and if requested)

As part of realigning the processes we work with you to roll out an:

• Integrated Marketing strategy to reach the audience
• Set up a process for lead capturing and distribution
• Put in place a sales process to optimize the sales funnel
• Set up a customer service process for complaint management and resolution
• Identify technology solutions to implement the redesigned processes

While working on implementing a CRM strategy, our endeavor is to provide a 360 degree solution to customers with central objective of driving revenues and customer delight.