Customer Relationship Management (CRM)

When implemented properly, the right CRM solution improves sales, marketing, and service effectiveness, and helps to increases customer loyalty. As one of the first fully certified Microsoft Dynamics CRM partners in Canada, Ideaca’s experience includes over 40 successful CRM implementations for clients across many different industries. As a result, we have developed valuable CRM best practices and built creative solutions for our client’s unique business challenges. Our expertise with CRM strategy, process and technology has a direct impact on the success of your CRM solution.

The Dynamics CRM Solution

Microsoft Dynamics CRM is a full customer relationship management (CRM) suite with marketing, sales, and service capabilities that are fast, familiar, and flexible, helping businesses of all sizes to find, win, and grow profitable customer relationships. Provide your people with the tools and information they need to create a 360 degree view of customers, using a highly flexible customer relationship management (CRM) platform that can adapt, grow, and scale with your business. Built on a highly flexible platform, Microsoft Dynamics CRM business software provides a solution that is easy to adapt as your business changes.

Stakeholder Relationship Management (SRM)

A critical aspect of doing business is the effective engagement of stakeholders. Yet many departments responsible for these important relationships struggle with their day to day processes, with no effective tools or software applications to support them.

Ideaca’s Stakeholder Relationship Management (SRM) leverages core MS Dynamics CRM functionality while shifting the focus from Customers to Stakeholders. It provides users the ability to track, analyze and report on key stakeholder data, while also supporting related stakeholder processes. Activity tracking of Communications and Interactions with Stakeholders is made simple and effective with the use of MS Dynamics CRM and its integration with MS Outlook.

Common challenges that can be solved with an Ideaca SRM solution include:

  • Eliminating Data silos - difficulties in collaborating across groups and poor visibility of valuable information held in separate "data silos"
  • Time consuming, manual reporting - few or no tools for Stakeholder Analysis with a dependence on spreadsheets, Word documents and paper based forms and often duplicate data entry
  • Lack of visibility – into key business processes such as Commitment Tracking, Consultations, Land Use Studies, Facility Audits, Issue Management, Event Management, and Inquiry Management

XRM "any" Relationship Management

As businesses have expanded their use of CRM solutions, they have begun to use them to manage a wider range of aspects of their business. What began as a CRM solution has been adapted to be the platform for multiple lines-of-business (LOB) applications built around core CRM capabilities to solve new business challenges.

xRM is the official positioning of the platform components underlying Microsoft Dynamics CRM. While the 'C' is equal to customer in CRM, 'X' is equal to ANY relationship that needs to be managed, such as vendors/suppliers, employees, , government, residents, investors, and media. xRM is also being used to support processes and reporting for other aspects of business including audits, properties, assets, projects, grants, legislation, etc.

The flexibility of the xRM platform components enable it to be leveraged in a wide variety of ways by many different organizations. With xRM you do not have to make important trade-offs between buying packaged or building specialized LOB applications, because xRM offers an end-to-end, LOB applications development platform that combines the best of both worlds. xRM enables organizations to build any number of end-to-end LOB applications rapidly and cost-effectively. xRM works like, and with, familiar Microsoft technologies and by optimizing your existing infrastructure.

Ideaca’s Customer Relationship Management consulting services include:

  • CRM / SRM / xRM Strategy Assessment
  • Business Process Review/Improvement
  • CRM Readiness Assessment
  • CRM / SRM / xRM System Review
  • CRM and SRM System Implementation
  • xRM LOB Application Implementation
  • CRM Training