Hansa|GCR has provided support to a client over a nine-year period in conducting a global brand management system. This system was used by multiple stakeholder groups to gain insight on what to do to enhance brand and market performance. One of the aspects of the brand management system was the development of linkage analysis to provide additional insight on what the organization could do to enhance the brand and ultimately increase financial results. The following pages provide a snapshot of sample results from this linkage analysis as well as background on the Hansa|GCR linkage approach.
Performance Management System Using Linkage Analysis: Case Study
Hansa|GCR views brand and customer management as fundamental to business management. A linked system of measures needs to inform the business and provide actionable direction for improvement. The best systems actively involve key stakeholders in conceptualizing their system and how it can support the business, plus integrate different functional groups’ perspectives in what can be done with results for on-going business management. Click here to read more…
Tag Archives: Customer Management
Case Study – Hansa Marketing Services
Filed under Brand Management, Business, Marketing
A Case Study on Maximize CRM helps South African company
Maximize CRM helps South African company The Recruiters Network Launch its Streamlined New Business.
Customer Relationship Management specialist Maximizer Software has unveiled a new case study outlining how South African recruitment company The Recruiters Network (TRN) used its CRM platform to launch its new high-end consultancy. Working alongside Camsoft Solutions, Maximizer’s South African Certified Solutions Partner, The Recruitment Network implemented Maximizer CRM to meet its complex business needs.
In addition to candidate registration functions, the system provides sales opportunity management, Outlook integration, scheduling and reporting features..Click here to read more on Customer Relationship Management
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Filed under Computers and IT, CRM, ERP, Technology
case study for Video Case Studies
CRM 101 behind the scenes – allowing operators to route your service request and follow up, track problems and solutions, etc. Posted on March 11, 2009. Watch the video
Customer Relationship Management in San Francisco
Filed under Video Case Studies
Case Study for Customer Relationship Management: Mashkin Group Inc
Mashkin Group Inc. (Mashkin), a wholly owned subsidiary of Amir Inc., a British financial conglomerate, is a medium-size, asset-management group based in the US. Mashkin consists of three primary divisions: a mutual fund company with $10 billion in assets; a separate, but closely affiliated asset management company with $15 billion in assets; and a financial services company.
Since the early 1990s, these three enterprises have shared the same client database and other software programs. The first program utilized, an inexpensive, off-the-shelf system with limited capabilities, was used by the sales department of both the mutual fund company and the asset management company primarily to store names, telephone numbers, and notes of salespeople.
View more about Customer Relationship Management: Mashkin Group Inc
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- Identify reasons contributing to the failure of the CRM implementation at Mashkin
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Filed under Organizational Behaviour
How To Improve Customer Service
Your customers and managers have different needs, putting enormous pressure on your service department. Rich Caballero, vice president of product management at Oracle, explains how a good customer relationship management tool can please customers, while saving the company time and money. Click here to read more…
Filed under Assorted, How To, White Papers
A Case Study on Stanley Gibbons
Stanley Gibbons is a globally recognised brand and the world’s leading name in stamps and collectables. They required a solutions that would integrate its Hybris eCommerce, eBay, Sage Line 500 and Sage SalesLogix applications so that it could automate employee intensive Sales Order Processing (SOP), Customer Relationship Management (CRM), management reporting and employee data entry processes. Click here to read more…
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Filed under Computers and IT, e-Commerce, Technology
Case Study on Mid Devon District Council
Mid Devon recognized that these challenges could be met to some degree with a Customer Relationship Management (CRM) system, but sought a solution that would offer more flexibility than packaged CRM and applicability to other areas of Council operations. “Professionals in our departments, from Housing and Planning to Benefits and Leisure, were quite rightly concerned about the impact on service quality that too much reliance on a CRM system might bring about. What we know is too complicated for non-specialists to deal with,” stated Christina Cross, Head of Information and Communication Technology (ICT) for the Council…Keep Reading
Filed under Assorted, Industry Specific Cases
Case Study on Salt River Project
The technology that supports the department’s operations, the Customer Relationship Management (CRM) system, was outdated and required a new platform to meet future customer needs. This system development and implementation proved to be the most challenging undertaking in the organization’s history, spanning multiple years. SRP was faced with meeting the demands of its internal users while responding to customer requests for technological advances. Click here to read more…
Filed under Assorted, Industry Specific Cases
A Case Study on Vodafone Italia
Challenges: Since 1995, Vodafone Italia has grown at an impressive rate, acquiring both consumer and corporate clients. This rapid growth led to an urgent requirement to restructure its Customer Care Department. This restructuring was split into two areas; customer acquisition and customer management. In terms of operational processes, the customer acquisition department was more complex to set up due to the high number of SIM cards linked to each contract and to the different needs of each client. It had to be able to meet customer requests as quickly as possible but this was managed in paper driven and unsynchronized processes. Click here to read more…
Filed under Assorted, Industry Specific Cases, Telecom Industry
Case Study of Ginza
Challenges: With Ginza’s online channel playing such a pivotal role in its revenues, improving customer experience was one of the company’s top priorities. Using web analytics, Ginza was able to identify customers that dropped off at particular points in the buying process, but the company often struggled to identify precisely why these customers abandoned. Did they experience site or application problems that caused endless loops or other frustrations? Was the checkout process too hard to complete? Web analytics solutions were not designed to answer these behavior-based questions…
Approach: Determining precisely why customers behave as they do was of the utmost importance, as Ginza saw this information as key to increasing revenues and enhancing customer satisfaction. Based on their need to better understand customers, Ginza turned to Tealeaf for an online customer experience management (CEM) solution that provides the reporting capabilities of a web analytics solution while also delivering the ability to drill-down into the qualitative insights of real customer behavior…
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Filed under Assorted, Industry Specific Cases