Swiftintroduction:It is practically a no brainerthat technology has been ruling the roost in the digital era. Anyone withstrong business acumen would certainly invest wisely in their IT domain tostrategize and optimize their productivity leading to increase in overallprofit leading to WIN-WIN on all sides. We will look at a few aspects thatjustify the topic that is currently under deliberation on the global platform.v Enhanced sales performanceby empathetic CRM:In the current scenario, thesales process in most of the organizations is getting a total revamp. Unlikethose days, the process of a sales person doesn’t get over after the deal isinked. The sales person effectively becomes a KAM (Key Account Manager) once arapport is established with the customer. The sales person can acquire repeatbusinesses from existing customers or from fresh customers just by taking careof the following:Ø Understandingcustomer problem areasØ Attentivelylistening to the customers on a consistent basisØ Coordinatingwith other teams to highlight the pain pointsØ Focusingon these to provide effective solutions resulting in better efficiencyØ Knowingthe buying history of the customer and handling real time issues smoothlyØ Toknow the customer behavior and always being on guard to resolve issuesØ Empathizingwith clients through personalized e-mails and messagesInvesting in IT through CRM’sand ERP’s that function in parallel can help organizations to keep track ofthese client specific needs. Organized CRM’s will ensure perfect follow-upsystem to stay abreast of every customer need.
v Dual benefit of manpower savingscombined with amplified productivity: Anyorganization would like to see a rise in the productivity graph at the end ofeach review meeting. It is indeed a concern of great magnitude that when thepie chart is drawn reflecting on the productivity, man-hours available,salaries paid, expenses incurred to run the business and the overall profit,most top management resources would agree that the productivity is always anarea with scope for improvement. By investing in IT and implementing CRM’sorganizations can have better control by reducing: Ø Redundancies which lead to highidle time at workØ Manual interference resulting inenhanced performanceØ Defects that could recur due tomanual operations v Higherefficiency and better operational control:The success factor of anyorganization is directly proportional to the effectiveness with which theoperations team functions. The criticality of operations management system isalways emphasized by how well they coordinate with the remaining teams. In anystandard IT organization, it is a huge chain of purposeful communication thatshould exist between teams like Business Analysis, Development, Quality,Technical Support, Technical Documentation, Implementation, Data Management,Reports, Information Technology and Release. The key aspect is that theoperations in-charge should have every information at the finger tips toexecute all activities perfectly. By involving IT tools like ERP’s and CRM’s,the operational activities can be monitored and controlled precisely whencompared with the conventional manual system of operations management.
v Rules, regulations and adherenceto norms for synchronizing with compliance requirements:With increasing trend inensuring safety and security of all data, the rules of businesses across theglobe has changed dramatically. It is no secret that data privacy has been the topnotchconsciousness of any organization that is keen on making sure that theirbusiness grows every moment. To ensure this, all top management professionalshave been stressing on the need to comply with the latest rules and regulationspertaining to local as well as international markets. Fact is that the modernworld lays a lot of significance on the legal and statutory regulations whichgovern each business. Trend has changed a lot and it is now the responsibilityof the company owner to file appropriate forms, submit declarations & returns,comply with checklists and ensure that the documentation process is perfect sothat all legal implications are covered.v Passing the baton to run bysystems instead of being driven by individuals:Gone are the days of cumbersome dependencies whenindividuals used to play monopoly within the organization. The current trendemphasizes on WIN-WIN parameters where top resources are willing to take intoconsideration suggestions given by their subordinates for feasibility studies. Thehierarchy approach does exist when it comes to delegating work so that effectivecontrol systems are in place to add value to projects.
With technological needsgrowing rapidly, it is resulting in scenarios where many projects are gettingadded to existing ones. This in turn leads to difficulties of managing all theprojects manually. The advent of CRM’s and ERP’s has enabled organizations incontrolling the products and services rendered in a proficient manner.
Thedelegation of responsibilities through automated systems has led to ease ofoperation where the higher authorities are in total control of proceedings. Thehigher ups simply verify and validate the work of their juniors before finaldelivery is done to their clients.v Scrutinizing for superiordecision making:The implementation of IT tools in the form ofERP’s and CRM’s will make it mandatory for the respective individuals to complywith norms before they can execute further tasks. This results in a systembased approach to decision making as every task that gets executed is stored insteps. A step-by-step process approach guarantees accurate information on thework that gets executed at every stage. When this happens, it automaticallystores data and information for review at a later stage.
The more data andinformation that gets accumulated, the more in-depth analytics can be performedto pinpoint the pros and cons of every business. It enables top management toarrive at strong decision making ruling out possibilities of judgmentalapproach that usually prevails in the manual system.