Putting the 'R' in CRM

“Clutter and confusion are failures of design, not attributes of information.” – Edward Tufte

Running a business inevitably comes with a dizzying amount of information. Reams of data on customers, prospects, partners, and operations can quickly clutter business processes and lead to confusion rather than valuable insight. Workbooks CRM simplifies the way information is stored, displayed, and accessed – all within one easy-to-use tool.

Our software has all the functionality you’d expect, from synchronized data access data, through granular views of interactions and automated reporting, to a self-service portal for customers to access vital information (see Appendix-1 for more). The difference is in our approach. Our clients are mid-sized businesses who tend to need a more bespoke solution than is offered by the large CRM providers and we:

• Help them define what success looks like for their business.
• Identify the best way to achieve their goals.
• Use our experienced solution engineers to build workflows and integrations to external systems.
• Utilize our in-depth knowledge, experience, and best practice.
• Scope the project to help clients make the right decisions for their business.
• Stay with them every step of the way – which is why our customer retention rate is so high.

We always sell direct to our customers, as it’s impossible to gain the depth of understanding for the above when using third-party integrators. We believe so strongly in this that we recently commissioned independent research, which found revealed that dealing directly with the vendor allows for better:
• Quality of deployment (participants rated their vendor-direct CRM deployment as 7.4/10, compared to just 6.6/10 for those using a third party).
• Insights and decision-making support (7.2/10 vs 6.5/10).
• Value for money (7.7/10 vs. 6.3/10).
• End-user satisfaction (7.1/10 vs 6.8/10).

We published the findings in our ‘CRM Deployment Experience Exchange Report’ (Appendix-3), which we’re now using to educate the market about the importance of buying direct from a vendor to ensure successful CRM implementation.