sales_business_development

Sales, (international) business development and customer relationship management (CRM)

Today sales and business development are closely inter-connected with customer relationship management (CRM). In order to increase sales efficiency and further develop business it is necessary to know more about customers' needs and behaviours in order to develop stronger relationships with them maximising the value of every customer interaction.

CRM could be described as integrated business strategy targeted to customers and consisting of three major steps: customer identification, acquiring, and retaining. CRM is equally important for big corporations and middle-size and small business / entrepreneurship.

CRM helps businesses by using technology and human resources to gain insight into the behaviour of customers and the value of those customers.

It should be noted that CRM concept also works for non-profit organisations helping them to maintain certain relationships with particular groups of people.

Front-office or operational CRM involves area where direct contact with customers occurs, e.g. by phone call, fax, e-mail, directsales. Majority of technological products, which are currently on market, such as specialized software applications, fall onto this category. Operational CRM enables and streamlines communications to and from customers. However, it does not necessary optimise the business.

Back-office or analytical CRM involves strategic understanding the customers and activities which occur in the front office. Utilisation of data stored in data warehouse delivers critical knowledge generating returns on investments. Actually difference between CRM and business intelligence that CRM integrates information with the business action aimed to particular customers in order to increase their loyalty and eventually to improve company profitability.

Our specialists have broad (international) customers facing experience during the lifecycle of delivering the product/solution, working with different people at all levels (direct buyers, salesmen, top and line managers, engineers and developers, governmental authorities, politicians, etc.) and all of them with different "political agendas".

Business development and CRM with Russia, Ukraine, Kazakhstan and other CIS countries is a separate issue. We consider that doing business with and, especially, in Russia, Ukraine, Kazakhstan and other CIS countries is like management of expectation in difficult and sensitive environment. This business requires serious commitment and dedication. Be prepared to do all the groundwork on the market and to "digest" the available knowledge. You should understand (to the extent possible) information on a local corporate policy, cultural differences, political issues, etc., and find out the ways of adaptation to that situation without sacrificing the target.

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