Cooper Roberts Research Gets the Facts with Entellium.Marketing Research Firm Selects Entellium to Maintain Personal Connections with Clients SEATTLE -- For Cooper Roberts Research (www.cooper-roberts.com), a full-service supplier of custom marketing research, a key to success has been forging personal relationships with prospects and clients. To keep those relationships strong as the company grows, Cooper Roberts Research has turned to a hosted customer relationship management (CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. ) solution from Entellium (www.entellium.com). Since its founding in 1991, Cooper Roberts Research has built a reputation as a research company that lets its clients "sleep at night." Not only does the San Francisco-based firm provide its clients with valuable market and consumer insights, it does so in a timely, detailed manner. "Most of our business is repeat business," said Ken Roberts, president and co-founder. "Once a client engages us, they stay with us for the long haul Long distance. Long haul implies traversing a state or a country. Contrast with short haul. . We really get to know their business, and they receive close attention from senior people. We're easy to work with, and we have the experience to execute flawlessly flaw·less adj. Being entirely without flaw or imperfection. See Synonyms at perfect. flaw  less·ly adv. every
time."
As happens in many professional services (job) professional services - A department of a supplier providing consultancy and programming manpower for the supplier's products. firms, the founders eventually want to take on less active roles in the business. To make this transition effective, the company needs to put systems, processes and infrastructure in place that ensure the firm can move forward with the original vision and service premise intact. Such is the case with Cooper Roberts Research, which is looking to grow significantly while keeping a tight connection to its clients. Given the emphasis on client service and relationships, a CRM system represented a critical part of the Cooper Roberts Research infrastructure, offering a way to codify codify to arrange and label a system of laws. the company's customer service model, support growth and maintain or even improve client service levels. The company considered a number of alternatives, including elaborate spreadsheets and CRM software running on a Cooper Roberts Research server. Frustrated frus·trate tr.v. frus·trat·ed, frus·trat·ing, frus·trates 1. a. To prevent from accomplishing a purpose or fulfilling a desire; thwart: with server-based CRM software, the company decided to evaluate hosted CRM offerings. According to according to prep. 1. As stated or indicated by; on the authority of: according to historians. 2. In keeping with: according to instructions. 3. Roberts, Entellium stood out from the pack for its ease of use and dedication to customer support - one that mirrored Cooper Roberts Research's own passion for customer service. Every Entellium customer receives a named account manager who manages such aspects as data migration, user training and ongoing support. "We don't end up in a call queue talking to Noun 1. talking to - a lengthy rebuke; "a good lecture was my father's idea of discipline"; "the teacher gave him a talking to" lecture, speech rebuke, reprehension, reprimand, reproof, reproval - an act or expression of criticism and censure; "he had to an agent who knows nothing about our business," said Roberts. "When we call Entellium, we're on a first name basis with the person answering the phone, and they are very familiar with our setup and needs. It helps us to sleep better at night." With Entellium in place, Cooper Roberts Research is finding that it can better focus on meeting customer needs with the confidence that details about customer interactions are safely managed in a world-class hosting facility and accessible to account managers anywhere in the world via the Web. It is those details that will help keep Cooper Roberts moving in the right direction. "As Cooper Roberts Research demonstrates, customer service is what keeps customers coming back and enables companies of any size to grow and thrive," said Natalee Roan roan a coat color consisting of a relatively uniform mixture of white and colored hairs, giving a 'silvered' hue; self-describing colors are red-roan, blue-roan, chestnut roan. , Entellium's chief marketing officer. "For us, it's not enough to simply create technology solutions that help our customers provide superior customer service - we have to work hard ourselves to live up to the standard set by our customers." About Entellium Founded in 2000, Entellium's suite of CRM solutions has been designed specifically for small and midsize companies and divisions of large enterprises that want a powerful solution that strikes the right balance between the everyday needs of sales and service representatives and the reporting requirements of management. Entellium has won several industry awards for innovation in usability, and was recently recognized by Forrester Research Forrester Research is an independent technology and market research company that provides its clients with advice about technology's impact on business and consumers. Corporate facts
 This page is protected from moves until disputes have been resolved on the .The reason for its protection is listed on the protection policy page. , with a global R&D Center in Malaysia and sales operating worldwide via its partner network. For more information, visit http://www.entellium.com. (1) The Forrester Wave: Hosted Sales Force Automation, Q1 2005, L. Herbert (with Erin Kinikin and Jessica Harrington), March 31, 2005. |
|
||||||||||||||
Printer friendly
Cite/link
Email
Feedback
Reader Opinion