xRM

What is meant by xRM?

The term “xRM” stands for “Extended Relationship Management” and describes the further development of classic Customer Relationship Management (CRM). While CRM focuses on maintaining customer relationships, xRM extends this concept to all types of relationships relevant to a company, for example with partners, suppliers, employees, service providers or authorities. xRM is therefore a strategic and technological concept for the holistic management and optimization of all business relationships.

At the heart of xRM is the flexible mapping of individual business processes and relationship models in a central platform. The underlying software solutions offer functions for the organization, automation and analysis of interactions and data across a wide range of stakeholders.

Typical software functions in the area of "xRM":

• Relationship management: Management and structuring of a wide range of relationship types (e.g. customers, partners, suppliers, investors, employees).
• Central data storage: Uniform and consolidated storage of all relevant information and documents relating to a relationship person or organization.
• Process automation: Automation of workflows such as contract approvals, appointments or task assignments.
• Individual adaptability: Flexible modeling and expansion of the data structure and processes according to specific business requirements.
• Communication history: Seamless documentation of emails, phone calls, meetings and other interactions.
• Task and appointment management: Integration of calendar and task functions for relationship management.
• Document management: Storage, versioning and linking of documents to contacts or organizations.
• Reporting & analysis: Evaluations of relationship networks, contact intensity or process runtimes.
• Rights and role concepts: Differentiated control of data access depending on user role and relationship context.
• Contact management: Centralized management of all contacts and their interactions.
• Data integration: Seamless integration with existing systems and data sources.
• Workflow management: Automation and management of business processes and workflows.
• Mobile access: Access to data and systems from mobile devices.
• Security and data protection: High standards to ensure data protection and data security.

Examples of "xRM":

• A project developer uses an xRM system to manage relationships with investors, authorities, construction partners, and experts.

• A company maps its partner ecosystem (distributors, sales partners, service providers) with custom processes and evaluations in an xRM system.

• A research institute manages funding agencies, project partners, and scientific collaborators with an xRM solution.

• A recruitment agency organizes both candidate profiles and client companies and their projects within an xRM platform.

• An IT service provider maps internal and external support contacts and escalation processes centrally in an xRM platform.