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Time for change

News   •   Apr 06, 2017 15:46 BST

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Prescribe a dose of AI for the PPI nuisance call blues

News   •   Apr 06, 2017 15:31 BST

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Wiraya receives share of 58 million SEK investment from VINNOVA for further development in Artificial Intelligence

Press Releases   •   Mar 31, 2017 12:01 BST

Investment will be used to accelerate the pace of development in personalized and human customer dialogue using artificial intelligence. This will enable companies to optimise what, when, where and how to communicate effectively with their customers to increase conversion, build customer loyalty and reduce costs of operation.

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Elon Musk Might Be Onto Something – Meet the Next Gen Marketer

News   •   Mar 28, 2017 13:24 BST

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Why The Insurance Industry Must Tailor Communications Strategies

News   •   Mar 16, 2017 10:30 GMT

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It’s Time To Embrace AI To Create Smarter Humans

Blog posts   •   Mar 09, 2017 17:18 GMT

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10 staggering digital marketing stats we've seen this week

News   •   Feb 24, 2017 11:00 GMT

We’ve got more stats than you can shake a stick at this week. The roundup includes news about chatbots, Brexit, brand perception, supermarket loyalty, and more.

56% of CRM managers lack firm objectives

In a survey of 500 leading CRM managers, Wiraya found that CRM is perceived as a key business driver for over 30% of businesses. Despite this fact, it seems many still lack the data and strategy to support their goals and create profitability.

While 91% of businesses are currently measuring aspects of their CRM work, 56% do not have firm objectives in place. What’s more, just 17% say that their CRM work is clearly contributing to the company’s overall revenue. This proves that major improvements still need to be made, as just 31% currently consider themselves ‘ambitious’ in terms of CRM maturity.

Please find the full article below:

https://econsultancy.com/blog/68832-10-staggering-digital-marketing-stats-we-ve-seen-this-week/

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Mobile on Track to Be #1 Video Screen in UK; Troubles with CRM

News   •   Feb 24, 2017 10:55 GMT

Troubles with CRM

Fewer than one-in-five (17%) CRM managers believe that their CRM work is clearly contributing to their company’s revenue, according to research by Wiraya.

Almost half (47%) of respondents cited the improvement of customer satisfaction as top of their business agenda. Supporting business growth also appears to be a key consideration for employees, with 31% revealing that average profit per customer (ARPU) is their most important KPI, closely followed by return on investment (27%).

Despite this, CRM is perceived as a key business driver for over 30% of businesses – the issue is many lack the clear direction and customer insight to support their goals and create direct profitability for their business.

The report details three levels of CRM maturity;

– Traditional: most common group (34%), typically working continuously, work with CRM, but without having exact plans and processes

– Adhoc: second most common (32%), whose CRM work is mainly on an ad-hoc basis, with no direct organisational structure or appointed role

– Ambitious: only 31% considered themselves to have plans and processes in place, as well as a dedicated team or individual

Please find the full article below:

https://www.exchangewire.com/blog/2017/02/23/mobile-track-number-one-video-screen-uk-troubles-crm/

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CRM: Suffering an identity crisis or a step closer to the Holy Grail?

News   •   Feb 24, 2017 10:53 GMT

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CRM managers lack the data and strategy to communicate with customers effectively.

Press Releases   •   Feb 24, 2017 10:49 GMT

London, UK, 21 February 2017 – A survey of 500 leading CRM managers released today by marketing technology company Wiraya, revealed that CRM is perceived as a key business driver for over 30% of businesses, yet many lack the clear direction and customer insight to support their goals and create direct profitability for their business.

Almost half (47%) of respondents cited the improvement of customer satisfaction as top of their business agenda. Supporting business growth also appears to be a key consideration for employees with 31% revealing that average profit per customer (ARPU) is their most important KPI, closely followed by return on investment (27%).

This may explain why 86% of CRM users say that it is important to measure the profitability of their CRM work, particularly as the value of CRM continues to intersect across an increasing number of business functions. However, in practice, although 91% are measuring aspects of their CRM work, more than half (56%) do not have firm objectives in place.

With fewer than one in five (17%) saying that their CRM work is clearly contributing to their company’s revenue, it is clear that there is still considerable room for improvement when it comes to the development of CRM, and in as a result those businesses who are able to deliver a coherent and development approach will no doubt make substantial gains over competitors.

Sam Madden, UK Director at Wiraya said, “Many businesses are still finding their feet when it comes to fully taking advantage of the benefits of a CRM system. The increasing prominence of technologies such as IoT and AI will go that extra mile to help companies dynamically fine-tune their interaction with the customer, but in the meantime, basic factors such as having a clear CRM strategy in place are essential.

This research demonstrates that having a more service oriented approach that focuses on increasing customer satisfaction and retention not only reduces churn, but also cements reputation and makes for a more cost effective business.”

Existing customer retention has proven to be key with 42% of respondents stating that developing existing customers was a top priority for them. Furthermore, 46% of UK businesses strategically focused on CRM activities for their existing customers, rising to 90% when those who have these partially in place are included.

The profiles of CRM usage can be broken down into the following three primary categories:

Traditional: The most common group (34%), typically working continuously work with CRM, but without having exact plans and processes. Their company has an appointed CRM manager.

Adhoc: This is closely followed by the more ‘ad-hoc’ user (32%), whose CRM work is spontaneous and occurs mainly on an ad-hoc basis, with no direct organisational structure and no appointed role responsible for CRM.

Ambitious: 31% of respondents considered themselves to be CRM ambitious where they have plans and processes in place, as well as a team or individual with dedicated CRM responsibility. These organisations plan to invest in the technology in the future, regardless of whether this is a dedicated budget for CRM only, or forms part of a wider marketing allocation. The companies with more advanced use of CRM are more likely to be increasing their spend, with more than a third saying they intend to do so.

-ENDS-

About Wiraya:

Wiraya designs and develops the industry’s only cloud based platform for tailored, real time customer dialogue. Our solution helps companies activate, engage, and retain customers through individualized large scale communication. It’s automated, while staying human. Our track-record is beyond solid. In recent years, Wiraya has delivered immense client value and unmatched conversion results to many of Europe’s largest companies. We will continue to reinvent how companies interact with their customers. We are Wiraya.

http://www.wiraya.com/

This CRM survey was conducted between November 7th and November 15th, 2016. A total of 507 people responsible for CRM systems within the UK were interviewed as part of the research. 

Wiraya designs and develops the industry's only cloud based platform for tailored, real time customer dialogue. Our solution helps companies activate, engage, and retain customers through individualised large scale communication. It's automated, while staying human. With a solid track-record we deliver immense client value and unmatched conversion results. With over 100 million unique customer interactions made, Wiraya Cloud has gathered the data needed to optimise when, where and how to communicate a specific message to each individual to maximise conversion. We are more than a cloud service. We are committed to your success! With our full product philosophy, we are with you all the way - from strategy to reached results. We cover everything from project management and integration, to optimisation, support and reporting.

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About Wiraya Solutions Ltd