Rethinking Customer Relationship Management

Customer Relationship Management (CRM) represents one of the most formidable challenges facing the enterprise today.

Deep-seated misconceptions about the purpose and operation of CRM have led to poor implementation and considerable customer cynicism as well as an inability to develop rigorous KPIs.

Integrators cashing-in on CRM budgets cry ‘Customers First!’ as they rally companies hoping to make the most of their most important assets – their customers.

However, tremendous opportunities exist for CRM developers willing to reform the culture of techno-centric system development. One result of ‘Globalisation’ and its resulting 57 million computer users is not just prolific computer usage but a deepening integration of technology in day-to-day living.

Customers are no longer impressed with shiny new CRM interfaces but want meaningful dialogue and efficient exchange with companies. With so many so-called solutions on offer, it is easy to quickly become lost and disillusioned.

Managing correspondence in one central location, ensuring efficient information retrieval is the first and most important commitment to customers that any company can make.

Oceanus is a systems integrator and customer management specialist; providing comprehensive document and case management solutions for customer acquisition and customer service environments in Consumer Finance, Telco's and Utility companies.