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CRM Case Study
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CRM Case Study
In the May/June 2005 issue of DLB, the bi-monthly magazine of The Marketing Association, Giles Potter, Managing Director of Great Outcomes, discussed the importance of customer relationship management (CRM) systems.
In the article Giles highlights our new streamlined online system as a good example of CRM principles:
For Maxim, achieving an integrated environment comprising customer, production and billing was their aim. Today they are seeing the benefits and cumulative benefits rather than one dimensional at that. When work is quoted to a client, the quote and its components are held in their proprietary system for designers to monitor work options against the budget, resources and time schedule. The previous pen and paper timesheets have been discarded as time consumed is now recorded directly against the production job on-line.
For Maxim's clients, there is a huge benefit in increased visibility and control. Clients have login access into the environment to identify job progress, job costs from past work, and budget available on current jobs. This is highly valued by large clients who have multiple jobs running concurrently, and who need to refer to previous work for budget estimation and comparison. It also leaves Maxim free to focus on the value adding work rather than reporting about budget status and archived files (which are now highly accessible online).
You don't need to feel that a quote-production environment such as this involved international CRM developers - it was all developed in-house from Maxim's own ideas and aspirations. This case achieves most of the core CRM principles including a single customer base, integrated quote to production process, sales-production-finance having full visibility of all stages of production, and simpler processes.
The full article can be read on this PDF.
In the article Giles highlights our new streamlined online system as a good example of CRM principles:
For Maxim, achieving an integrated environment comprising customer, production and billing was their aim. Today they are seeing the benefits and cumulative benefits rather than one dimensional at that. When work is quoted to a client, the quote and its components are held in their proprietary system for designers to monitor work options against the budget, resources and time schedule. The previous pen and paper timesheets have been discarded as time consumed is now recorded directly against the production job on-line.
For Maxim's clients, there is a huge benefit in increased visibility and control. Clients have login access into the environment to identify job progress, job costs from past work, and budget available on current jobs. This is highly valued by large clients who have multiple jobs running concurrently, and who need to refer to previous work for budget estimation and comparison. It also leaves Maxim free to focus on the value adding work rather than reporting about budget status and archived files (which are now highly accessible online).
You don't need to feel that a quote-production environment such as this involved international CRM developers - it was all developed in-house from Maxim's own ideas and aspirations. This case achieves most of the core CRM principles including a single customer base, integrated quote to production process, sales-production-finance having full visibility of all stages of production, and simpler processes.
The full article can be read on this PDF.