One Size Fits All or Does it When it Comes to a CRM? – The Big Business (Part 1)

Sometimes blanket solutions work, sometimes they don’t.

Take Christmas stockings. As the holidays approach, you’ll notice that most houses hang the same size festive stockings on their hearths, except for maybe the dog’s special biscuit-filled sock. Or, while we’re talking about winter (in the summer, as people do, which explains that Christmas-in-July phenomenon), what about the one-size-fits-all winter beanie hats – that often wind up in the stockings?

On the enterprise side of things, everyone knows that businesses have an interest in attracting and retaining customers – they need someone to buy those stockings and hats. But when it comes to a customer relationship management (CRM) solution, one size does not fit all. Big and small businesses need different solutions. Although they share common goals, how do their CRM needs vary in terms of challenges, strategies, and approaches?

Bigger businesses need to engage with a wider customer base so therefore have different needs, requirements and roadmaps than their smaller counterparts. Like any entity, whether it’s a classroom, a country, or just a sidewalk café, the size of an organization means a different modus operandi.

In most cases, the bigger the business, the more customers. In the CRM world, this means the bigger guys must meet the needs of various demographics. Typically, a large company will require a more complex and scalable customer management system to make different types of customers happy. For example, if one customer segment isn’t even online, as some still aren’t due to demographic or location, the communication platform must be able to send and process documents through regular mail. This segment is increasingly the minority, but still exists. Another customer segment might only want to receive notifications electronically, especially those who had iPods and were posting videos to Twitter by the time they were three years old. A very large company that conducts international business will require a more sophisticated CRM platform to comply with varying policies.

Stay tuned for next month’s post as I go through the needs faced by small businesses.

To learn how Xpertdoc can help big businesses improve their custom documentation using Dynamics 365, go to our Dynamics Connector page and view our video.

To stay on top of leading customer communication expertise, follow Xpertdoc and David Squibb on Twitter: @xpertdoc, @David_Squibb

COVID-19 update

The spread of COVID-19 continues to evolve and in this context, we wish to inform you that Xpertdoc is closely monitoring the situation and would like to inform you of the measures taken by our team to support its employees, customers and partners.

We do not foresee any impact on the delivery of our services and want to assure our customers that we are executing our continuity plans in order to ensure that our customers continue to receive our services without jeopardizing the safety and security of our personnel.

In accordance with the recommendations of government authorities, here are some of the measures being taken by Xpertdoc:

Remote work for all employees
Arrangements have already been made and we have requested that all our employees work from home. Our continuity plan includes a full deployment of remote work arrangements to ensure uninterrupted service to our clients and partners.

Hosting and cloud services
We have been assured by our suppliers that there are no known impacts to these services, and we are confident that we are able to effectively manage the delivery of our cloud services to all our customers.

We have cancelled all business travel until further notice for all our employees. If employees have or will travel for personnel reasons, they will be asked to respect the quarantine delay before participating in any business activities.

Events and gatherings
All our events have been postponed or cancelled. Our employees are no longer allowed to participate in any events, seminars or gatherings.

We are committed to providing the best possible service to our customers and partners, to ensure that you can continue digital communications with your own audience. In these critical moments if we can help please do not hesitate to contact us.


The Xpertdoc Team

Mise à jour sur la COVID-19

La propagation de la COVID-19 continue d’évoluer et, dans ce contexte, nous souhaitons vous informer que Xpertdoc suit de près la situation et que notre équipe a pris des mesures pour soutenir ses employé(e)s, clients et partenaires.

Nous ne prévoyons aucun impact sur la prestation de nos services et voulons assurer nos clients que nous mettons en œuvre notre plan de continuité des affaires, afin de garantir que vous continuiez à recevoir nos services, sans compromettre la santé et la sécurité de notre personnel.

Conformément aux recommandations des autorités gouvernementales du Québec, voici quelques-unes des mesures prises par Xpertdoc :

Travail à distance pour tou(te)s les employé(e)s
Nous avons demandé à tou(te)s nos employé(e)s de travailler à domicile. Notre plan de continuité des affaires comprend des arrangements de travail à distance pour assurer un service ininterrompu à nos clients et partenaires.

Hébergement et services infonuagiques
Nos fournisseurs nous ont assuré qu’il n’y avait pas d’impacts connus sur les services d’hébergement et infonuagiques. Ainsi, nous sommes convaincus d’être en mesure de gérer efficacement la livraison de nos services infonuagiques à tous nos clients.

Nous avons annulé tous nos voyages professionnels jusqu’à nouvel ordre, pour tou(te)s les employé(e)s. Si des employé(e)s ont voyagé ou doivent voyager pour des raisons personnelles, il(elle)s seront placé(e)s en quarantaine pour une durée de 14 jours, avant leur retour au travail.

Événements et rassemblements
Tous nos événements ont été reportés ou annulés. Nos employé(e)s ne sont plus autorisé(e)s à participer à des événements, séminaires ou rassemblements.

Nous nous engageons à fournir le meilleur service possible à nos clients et partenaires, afin de garantir que vous puissiez continuer vos opérations sans interruption. Dans ces moments critiques, nous sommes là pour vous aider. N’hésitez pas à communiquer avec nous si nécessaire.


L’équipe Xpertdoc