Fusion5 currently provide some of the leading Customer Relationship Management (CRM) offerings to the Australia and New Zealand market.
These offerings are:
What is CRM?
Customer Relationship Management (CRM) is a business strategy, a customer centric approach to business. CRM focuses on effective and efficient end to end business processes, capabilities and enabling technologies across all supporting functions with the single aim of improving the customer experience - thereby maximising revenue and profitability. Functions that support this business purpose include sales, marketing, customer service, training, professional development, performance management, human resource development, and compensation. Technologies that support this business purpose enable the capture, storage and analysis of customer, and stakeholder interactions while facilitating workflow automation and management.
The Fusion5 approach to CRM
Business Strategy Formulation
CRM is a business decision made by business managers to achieve business goals. Fusion5 will assist you to formulate your CRM strategies by providing experienced Business Analysts with knowledge of best practise and success stories established from vast experiences with CRM initiatives across a wide range of industries. Fusion5 consultants assist with formulating desired business outcomes which become the drivers for your CRM project.
Fusion5 has a CRM Maturity Model which can assist your organisation to identify the current state of CRM and establish the roadmap to CRM success in your organisation.
Business Process Realisation
Defining efficient and effective end-to-end Business Processes is a key to CRM success often overlooked by CRM technology providers. Deploying CRM technologies on their own will not assist your organisation to reach it’s true potential with regards to maximising revenue from its customers. Fusion5 provides experienced business process analysts who use leading Business Process Management software in all engagements to ensure processes are realised, captured and published in an expedient and low maintenance manner.
Change Management
We realise CRM strategy and technology are of no value if user adoption is low. Fusion5 consultants have years of experience in their field and can work with you to identify resistance to change and formulate appropriate mitigation methods.
System Integration
‘A single source of the truth’ for all stakeholder information is the goal most organisations are working towards. Fusion5 will assist you to establish which system is the master system for specific data functions and will work with you to integrate your systems to ensure data stored is current and consistent across your business.
Business Intelligence
A successful CRM implementation will provide your organisation with data required to identify market trends and make more informed business decisions, thereby maintaining your competitive advantage, enabling your organisation to stay ahead of the competition. Fusion5 has experienced business analysts who can work with you to ensure you obtain the information you need from your CRM investment.
