Cobus van Graan, Managing Director of Scientia Performance Consultants, today announced the launch of Tracer, the first software package aimed at customer quality management (CQM).
Van Graan stated at the launch: "CRM typically throws technology and automation at making sales management and customer management easier and cheaper, but the danger is that what is easiest to measure and manage is not necessarily the right thing to concentrate on. Many businesses are getting more efficient at doing the wrong things better. Tracer is a tool for helping companies focus on growth by managing the quality of their customer and base measured against the business objectives, and managing the quality of the interactions between the sales people and the customers."
Users of pre-release versions of Tracer have shaped its development and praised its effectiveness in shifting the sales focus from sheer quantity to quality.
Tracer acts as an expert system for guiding sales people and their managers in pursuing profitable business, providing a central repository for all customer contact information (e-mails, documents, call history, quotes, etc) and is tightly integrated with Microsoft's Outlook. For instance, recording a client's birthday in Tracer will cause a reminder to appear in Outlook. Most significantly, though, Tracer provides simple graphical reports that will show at a glance if the sales team are making the right kind and frequency of calls, and show if the company is positioned for growth or merely retention.
Van Graan says: "Tracer is a tool that supports a fresh approach to sales. It is built around people and how they work, and how they fit in with the business strategy, which in turn is built around business objectives, resources and the market opportunity. It's a methodology that has shown dramatically successful and sustained results in a cross section of large organisations.
For further information, please contact Cobus Van Graan, cell 083 628 3084; telephone (011) 258 8560 fax (011) 258 8511.
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Scientia Performance, based in SA, develops and implements strategies that enhance overall business performance through participation of corporate human capital The Scientia Performance value proposition is to formulate and facilitate the existence of an ethos, platform and committed strategy that allows individuals to entrepreneur and team within traditional first wave organisations...
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