Helping businesses and charities Optimise their CRM Return on investment for profitable growth

The Wisdom Network Ltd was founded in 2002 by Jeremy Cox MA DipM, former IBM Global Services & KPMG Principal CRM consultant to address the needs of businesses to make the most of their customer touching/facing resources. With a strong background in Strategic Marketing Management, Customer Relationship Management (CRM) Jeremy and his network of hand-picked consultants and partners have helped many organisations optimise their resources for profitable growth. We also coach management teams to embed essential customer centric attitudes and practices - helping them lead and 'walk the talk'. For an initial exploratory discussion please contact us.

To discuss the potential support we might provide just send us an email and we will respond within 24 hours: Info@thewisdomnetwork.com

Quick Wins

The initial assessment we carry out usually uncovers opportunities to make improvements quickly at little or no cost.

Examples include:

  • Customer Centricity workshop to define what being customer centric means to customers and the potential impact on the business
  • Detailed analysis of the business requirements using modern UML- based mapping techniques to represent your requirements to your selected CRM provider.
  • Web-site optimisation making it easier to convert new business enquiries
  • Targeting of high-growth/low share opportunities to drive growth
  • Customer journey-mapping & redesign of processes to provide optimum experience and increased customer advocacy
  • CRM systems review to identify tweaks that will yield big improvements
  • Key Performance Indicators design and dashboard development for real-time performance management - your finger on the pulse!

These are just some of the examples we come across that usually involve minor tweaking rather than wholesale change. What we always recommend is to put in place a roadmap with clear accountabilities, ownership and timescales to drive optimum results from all CRM resources.

Customer Performance Optimisation - bringing it all together

Customer Portfolio OptimisationManagement Dashboard

Customer CentricCRM Optimisation

For CRM to be really effective, several critical pieces need to be fully aligned, integrated and harnessed. It's not the best CRM technology that wins, but the way each of these critical elements support each other. We can help you take a fresh look at your business, using a mix of best-in-class assessment and optimisation techniques and CRM Optimisation workshops.

Real-timeManagement Dashboards

Real-time management dashboards

Real-time dashboards enable management to monitor customer performance by getting instant feeds from back-office, CRM systems, web and customer surveys. The technology used to be prohibitively expensive, but for firms of around 50 employees and above the costs are marginal compared with the control and customer performance insights they provide. For any firm that has already invested in CRM systems, the use of class leading dashboard technology will release the promised value at last!

Our customer dashboard design partner is CustomerImpact

CustomerImpact is a consulting and solutions provider with an exclusive focus on performance  management and customer intelligence. We specialise in the design and deployment of customer  enterprise feedback programmes and dynamic dashboards to provide  strategic insights which  help clients optimise their customers’ experiences. Our innovative dashboards pull together key customer,  operational, financial, and employee metrics from disparate data sources, delivering the right information at the right time to the right people,  so they can make the right business decisions that will keep and grow customers.