Bringing Simplicity to CRM
Building a ‘raving fan base’ using Customer Relationship Management (CRM) is incredibly powerful. If used correctly, CRM has the ability to transform and propel business growth – significantly.
We have implemented many unusual solutions that have seen substantial benefits to the businesses that we support. Some of these include:
- 18% increase (year on year) for event attendance without an increase in marketing spend. Achieved through better customer targeting.
- Substantial (on-going) reduction in customer churn (customers leaving the business). Achieved by changing the customer communication strategy.
- 12% increase in profits (year on year). Achieved by removing unprofitable customers away from the business.
- Increased efficiency and reduced wasted staff effort and time. Achieved following a full process review of the communication journey.
- Customer and prospect information being shared by all employees across the business, combining data from various sources. Resulting in increased transparency of effectiveness.
Every requirement is different and our team is quick to adapt to your business to find a strategy that works for you; one that fits in with your resources, time and budget. Between us, we have over 60 years of experience providing guidance and support to businesses. We have worked with small start-up companies to large international multi-million dollar businesses. This is across many industry sectors and across all regions.
We love what we do and will only work with organisations where we know we can make a positive difference.
Why is CRM so Important?
If implemented correctly, the opportunity is massive.
The likelihood of selling further products & services to an existing customer is 60-70%. To a new prospect, it is 5-20%
A 10% increase in customer retention can be equivalent to a 35% increase in sales
An unhappy customer will tell between 9-15 people about their bad experience. This figure goes up to 50+ for an unhappy social customer
If all your customers recommend 1 person to your business and half of these purchase, your business and client base increases by 50%
Customer Feedback
Meet The Team
Atuksha Poonwassie
Managing Director
Since May 2000 when the company was formed, Atuksha has been providing Customer Relationship Management guidance and support to businesses across many industries and across all regions. Atuksha enjoys exploring and resolving customer engagement challenges. She is passionate about working with businesses to increase profits whilst building better long-term relationships. Directed communication, regardless of channel, is vital to maintaining a loyal customer and prospect base.
Atuksha is a firm believer in the use of data across the business and provides solutions that exploit data to its full potential. She believes that the data held within many organisations holds significant value but is very often underused. She is also a big fan of implementing simple but effective solutions that adapt to business change.
Atuksha now spends a lot of her time helping property developers and professionals build a presence, brand and crowd through Simple Crowdfunding. She is also the 2017 National Venus ‘Influential Woman of the Year’ winner.
Haico Van Der Steen
Customer Strategy
Haico is a strategic marketer and CRM professional, driven by improving CRM and marketing strategies and delivering commercial results. He has worked in senior roles within the travel and telecommunications industry before moving into marketing and CRM consultancy on an international basis.
He believes in using customer data to deliver a better ROI on marketing spend and increase customer profitability. He’s still amazed that organizations are willing to spend vast amounts of money on acquiring new customers, yet at the same time leave their back door wide open for (the most profitable) customers to leave. Through analysis and segmentation, companies can set up a customer value management strategy to ensure customers remain loyal and hence, raise profitability substantially.
Early on in his career Haico started as a marketing analyst, but soon climbed his way up into Marketing Management and Director level. Since the millennium Haico has been working as a consultant for major brands in the travel and telecommunications industry all over Europe and in the Caribbean and South America.
Charles Eaton-Hennah
Marketing Operations
Charles specialised in marketing data, operations and CRM technology after a number of more general marketing roles. His experience in senior roles at agency, client and vendor organisations means he has seen most of the challenges marketers face first hand.
He’s convinced that even now, a decade or more after the ‘CRM revolution’, a lot of companies still don’t do the data side of marketing very well. The ability of mail, web, social media and mobile technology to generate large amounts of data mean there’s no excuse not to know your customers, yet a lot of marketing communications are still irrelevant and essentially untargeted. Marketing data technology tools have now dropped in price to the point where they are affordable for any organisation. Harness their power for the heavy lifting, introduce effective processes, get intelligent with your analysis, and suddenly its simple to start generating value from your marketing budget, instead of worrying about execution.
After heading up a global team at Gartner, Charles left to set up a consultancy, working with numerous clients to support marketing operations strategy and programmes, both large scale projects and smaller initiatives. His recent engagements have included 8 months in Hong Kong working with an international financial services company, spells in the US on a healthcare project, and a Mat. Cover contract at the biggest of the UK’s integrated marketing agencies.
Davin Poonwassie
Chief Technology Officer
Davin’s background is in data and databases, being experienced in Oracle, SQL Server and MySQL. He has been providing IT support and consultancy to a number of clients, large and small, both in the UK and overseas. In May 2015, Davin joined Focus2020 and now focuses on the technological aspects of the business.
Davin is a firm believer in the use of technology to enhance business growth. His focus is to align technology related decisions with business objectives and goals. He also has a keen eye for new and emerging technologies and provides the necessary insight and strategies needed for success.
We provide tailored CRM consultancy services that help businesses grow. Find out more.