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CRM-Technology.pngCRM is not a piece of software you can simply buy, plug in, and watch while it transforms your business for the better.

Manage it well and it will radically improve your business; boosting revenues, improving the quality of service and customer experience, lowering operational costs, and enhancing the visibility of key business information to inform and improve business decision-making. However, it will only bring those benefits if it is managed well.

Central to this effective management is recognizing that it is more than a technology solution that you can plug in and leave to work its magic.

Think of it instead as a platform that enables change. In fact, CRM has far less in common with a piece of software than it does with an organization-wide program of change management. View it in that way and it is likely to be a success, and that begins with addressing the four Ps of CRM implementation: plan, processes, people and partner.


Your CRM implementation...

Post date: Thursday, May 11, 2017 - 8:35am

Ask anyone who already has a CRM platform in their organization and they will talk enthusiastically to you of the benefits it has brought them.

They may tell you about how it has given all their customer service agents a single, immediate and complete view of the customer, and so enhanced levels of customer services. Or they might focus on the number of administrative tasks that have been automated and so the money that has been saved.


Or they might tell you about how their salespeople no longer spend hours compiling reports to show management. Now those reports are automated so salespeople can be out in the field, talking to customers and winning new business. Others might talk to you about the quality of information it offers them and how that is helping them make better decisions.

There is much else they could tell you. Perhaps you have already heard stories such as this, and it is what has fired your enthusiasm for a CRM...

Published by: lucidswitch
Post date: Thursday, April 20, 2017 - 9:26am

Return on investment (ROI) is not a difficult concept to understand in its most basic form. When you invest money into something, you want to get back what you invested and hopefully make money off of it too.

But for many calculating the ROI of a CRM implementation can be a frustrating exercise. In order to reduce this frustration, Workbooks has created an ROI calculator that lets you explore for yourself at a high level, some of the financial benefits you can expect from implementing CRM, providing you with a starting point to focus the minds and drive expectations. 

Introducing the ROI Calculator


We originally created the ROI calculator as a spreadsheet model after customers reached out to us for help in obtaining final sign-off for their CRM initiative. After the spreadsheet became popular we decided to create an interactive...

Published by: lucidswitch
Post date: Thursday, April 13, 2017 - 9:13am
Tags: CRM Benefits, ROI, CRM

1. The importance of Customer Success

The more happy your customers feel towards your organisation, the more likely they are to continue buying from you. So how can we ensure your customers aren’t angry red but are happy green?

Revenue growth for happy customers

Using the three pillars of customer success:

  1. Customer Services - ensure you have a good customer service structure with the tools and services to underpin it
  2. Proactive Account Management - having the right tools in place to be proactive in keeping your customers happy
  3. Cross / Up Selling - targeting and selling, growing your footprint in a particular account
Published by: lucidswitch
Post date: Wednesday, April 5, 2017 - 11:05am