Martrain is independent, we do not sell or implement CRM software, though we can recommend suppliers if required. Before detailing how Martrain can help with a CRM project, it might be useful to consider the main reasons why CRM projects fail:

• Assumption that CRM is an IT project
• Lack of a strategic framework
• Failure to communicate CRM vision
• System implemented without clear objectives
• Poor data Lack of buy in from senior management
• Lack of buy in from operational staff
• Insufficient CRM skills and expertise within business
• Cultural resistance e.g. poor inter-department co-operation

CRM needs to be viewed from a strategic perspective as today’s business environment requires customer relationships that ensure superior financial returns from customer acquisition and retention. Specific areas where Martrain can help include:

• Assist managers to form clear, realistic, objectives
• Identify practical benefits of CRM for your business
• Help managers to identify the business case and ROI for a CRM system
• Assist in development of strategic framework
• Work with management to manage changes in working practices
• Run CRM Workshop for Managers (more)
• Run CRM workshops to explain principles and promote buy-in
• Assist in defining systems requirements
• Assist in selection of software
• Carry out data audit, update and enhance data
  Provide tailor made, cross-departmental, “customer focus” training

Please contact us for further information or to discuss your CRM business requirements in more detail.

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