RWD's Latest CRM Suite Available
RWD Technologies, Inc., a company that provides human performance improvement products and services, has released their latest suite of services designed to help companies maximize their Customer Relationship Management (CRM) investment while "improving their overall customer experience."
RWD CRM Optimization Services will help organizations align the three critical components of CRM success -- customer experience, customer strategy and employee performance -- and "incorporate best practices and improve return on investment (ROI)."
According to research firm Gartner, Inc., " ... the success rates of mature [CRM] sales force technologies remain stubbornly disappointing (or low), with few markets exceeding 50 percent... This trend also suggests that shortcomings and inefficiencies aren't necessarily technological, but rather organizational, particularly with change management, process definition and project management skills employed for initiatives."
RWD's CRM Optimization Services improve ROI and customer experience by integrating the human components of CRM and business strategy.
This May RWD released RWD uPerform, what company officials described as "a comprehensive performance support tool for businesses seeking to improve application functionality and return on investment for their enterprise products."
In the enterprise resource planning (ERP) sector alone, companies will invest upwards of $39 billion per year by 2009, according to the IDC study "Worldwide ERP Applications 2005-2009 Forecast and 2004 Vendor Shares," released last August. Yet despite such massive investments, many organizations are ill equipped to train their employees on -- or retain employee insight into how they use -- these products, the study contends.
RWD uPerform was developed for this target demographic, as it's advertised as allowing the user to "create, organize, distribute, access, and maintain application simulations and procedural documentation."
Earlier in the spring Baltimore-based RWD Technologies announced the acquisition of Auckland, New Zealand-based eLearning company The Learning Curve Limited. Terms of the acquisition were not announced, but RWD expects the deal will have a significant and immediate positive impact on their Australia/New Zealand operations.
RWD's CRM Optimization Services include the RWD CRM Performance Aligned with Customer Expectations (PACE), which is a six-week analysis that provides a clear action plan for CRM success. During the PACE analysis, RWD assesses the five dimensions of CRM success -- customer experience, customer strategy, business process design, technology selection, and individual performance.
David Sims is a contributing editor for TMCnet. For more articles please visit David Sims' columnist page.
Related Tags: customer experience, optimization services, customer, performance, services, experience
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