As all sectors of the printing industry face increased pressure on timescales, prices and quality, it is more important than ever that companies focus on high quality customer service to protect this most valuable of assets. It is no coincidence that the world's most successful businesses have one major attribute in common; they manage their customers extremely well and place their needs (and the fulfilment of those needs) at the very heart of everything they do. Good customer service means a lot more than simply delivering the job on time. It means handling every aspect of the relationship with the customer in a professional, knowledgeable and understanding fashion. Keeping promises, query resolution, fast response times, administrative accuracy and personal contact are all essential ingredients of the successful customer relationship and yet have no direct link to production, despatch or quality. Furthermore, high quality customer service does not come from the grand gesture or the laying on of an annual golf day, it is more about getting the little things right, day in and day out. This is where The Shuttleworth CRM scores heavily. The Shuttleworth CRM consists of four main areas:- • Estimating includes user definable calculations which ensure quick and consistent estimating together with a full analysis of added value and contribution calculations. • Costing enables you to analyse estimate versus actual costs and also includes delivery controls enabling you to produce Delivery Notes/ Packaging Labels and Delivery analysis reports. • Invoicing includes Sales Purchase and nominal integration into most leading accounts packages including Sage, Pegasus and Tally. • CRM The Shuttleworth CRM will help you to effectively manage your clients all they way through from their initial contact and enquiry to quickly producing an accurate Estimate and Quotation for the job, handling the whole sales process and then, once the job is received managing all further contact with the client: Order confirmation, Proof Control, ISO quality checks, job alterations, deliveries and finally their Invoice. In addition to the internal recording of tasks and activities associated with your client The Shuttleworth System will then report back to you how your business is performing. Whilst the reporting of the system is wide and varied your interest will inevitably fall on how certain elements of it are performing. How much do you make with a particular client? How much do you make from particular types of work? How is a salesperson performing? These answers and many more are available to you at the touch of a button. You will see from our CASE STUDIES that by placing the CRM module at the very heart of the Shuttleworth system enables you to manage your customers more effectively and therefore increase each of your client’s contribution to the profitability of your business.