ME 'spending on CRM to jump 30pc'
Dubai, December 29, 2009
The Middle East spending on customer relationship management (CRM) is set to increase by 30 per cent in 2010, according to Sage Software, a leading global supplier of ERP, CRM and HRM solutions to medium and large organisations.
The company said that CRM expenditures in the region tend to focus on campaign management, sales force automation, contact centre, enhancing customer experience and business forecasting, as businesses try to build a competitive edge amidst the declining economy.
With focus on providing SMBs in leading economies results-driven CRM solutions, Sage Software recently held a road show at the Al Futtaim Training Centre in Dubai, where CRM champion Shobha Moni, founder of Triad Software, discussed various topics under the theme ‘Work smarter with Sage CRM’.
UAE companies need accurate and detailed insight on the performance of the business and employees at any given time so they can take advantage of any increase in demand and/or workload that improving trading conditions may present, said a top official.
As such, scenario planning and sales forecasting have become the priority for executives as they need to accurately capture a large enough spread of possible outcomes to cover future uncertainties, remarked Vikram Suri, MD, Sage Software.
By adopting Sage Software’s CRM solutions, companies can accelerate out of the downturn by automating cashflow and collection management, getting detailed insight on business and staff performance, and responding to changing customer needs and demands, among others, he explained.
“CRM can be extremely useful in campaign management, sales force automation, and contact centre and call centre operations, but its potential goes so much further beyond these,” Suri added.
“For instance, core CRM functionality such as opportunity management can improve the effectiveness of the sales team while allowing the marketing department to focus on the most profitable customer segment,' he noted.
'Furthermore, customised CRM solutions can ensure a consistently exceptional customer experience and enable the company to nurture long and profitable relationships with every customer,' he added.-TradeArabia News Service