Mike Richardson - Managing Director, Maximizer EMEA
As Managing Director (EMEA), Mike is charged with leading and delivering the marketing, sales, service and operational strategy for the EMEA region, alongside the management of the Certified Solutions Provider network.
Mike joined Maximizer Software in 2000, by which time he already had extensive experience in key operational roles in IT infrastructure, engineering and systems management.
Since then he has headed up several areas of the Maximizer EMEA to gain a full perspective of the business, its functions and processes, as well as an incredible depth of knowledge of Maximizer CRM and the value CRM can bring to business growth. Through this he has gained a true understanding of how to help other SMEs grow and succeed through the use of CRM.
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Since 1987, more than 1 million users – and over 120,000 companies, have trusted us to help them boost their corporate bottom line.Today, Maximizer is a global company with offices in five countries plus an international network of Certified Solution Providers.
We constantly innovate to ensure our customers can become more successful. Time and time again, they tell us that our exceptional service sets us apart as a market leader in CRM. And that feedback keeps us focused on making planning, selling and management ever easier – to help our customers get rapid results.
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We are certainly seeing the consumer-led clamour for authenticity and integrity reflected among our customer base. As a CRM provider, practising what we preach is imperative if we are to instil confidence in our users. After all how can we expect clients to trust our guidance on managing data, customer relationships, or Cloud adoption if we aren’t scrutinising the processes within our own company?
As our industry continues to develop its solutions to fit the customer experience needs of 2018 we believe all companies should pay careful attention to the lessons from B2B customer relationships, where supplier confidence, personalisation and the human touch count for so much.
Mike Richardson, MD, Maximizer Software
Thanks for this post Chris, really insightful. I believe that the transition into service territory and similarly the sales arena, by CMOs must be handled with care.
Sales and service staff will understand what their audiences want to hear, but us marketers understand the best way to communicate their message.
It helps if your CRM integrates seamlessly between sales, service and marketing modules – an increase in transparency and tools to facilitate collaboration cements successful inter-departmental relationships.
Wow, very comprehensive and useful post Neil! I think your article gives exactly the right information to those looking to successfully implement CRM.
Once you have a solid plan on why you need a CRM, what measurable targets it’s expected to provide and how your company will utilise it in its processes, picking an actual CRM solution can be a minefield.
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Maximizer Software - EMEA
Increased CRM success comes through the appreciation of the bigger picture. Issues such as user adoption and lack of deployment strategy can be easily overcome when companies embrace the wider theory behind CRM before the software. An organisation wide customer-centric strategy which involves tailoring everything from, how staff answer the phone to how the Executive Board pulls reports, allows CRM implementation to fit around a company’s processes, not constitute it.
User adoption can be overcome via everyone getting involved in the CRM selection process. Anyone who intends on using it must trial it and provide feedback, as the most tangible benefits a company will gain from CRM aren’t usually from management use, but from customer facing staff use. By achieving initial buy-in from all staff you are increasing their propensity to adopt the software. To keep this motivation in place, departmental CRM champions can be installed, to not only take a more prominent role in selection but also ongoing CRM usage.