Highlights

Achieve consensus around their CRM strategy and identify the capabilities required to meet business goals

Create a view of the end state, from a customer and company perspective, and a benefits-driven blueprint of what it looks like

Establish the transformation program, an integrated set of projects required to deliver new business capabilities using a value-based, staged approach

Key to our approach is a focus on value realization and identifying core CRM capabilities through our industry-recognized Maturity Model framework.

CRM strategy offerings
Our customer relationship management services include a full range of CRM strategy services, including:

• CRM value proposition
  Helping clients to define and build agreement on how CRM could create value for the organization. Enable the organization to identify the truly value-creating initiatives and weed out the clutter from initiatives across the enterprise.
• CRM blueprint and roadmap
  Helping clients identify CRM business capabilities and gaps relative to current state.
• Define future customer, process, organization and application architectures
• Build implementation roadmap
• CRM transformation program
  Helping clients implement, in waves, the desired CRM state through process, technology and organization change programs driven by business imperative (e.g., customer retention).
• Develop a governance and benefits realization model designed to track, manage and realize business benefits throughout the implementation

The potential benefits of our CRM strategy services include:

• Ensured management buy-in and sponsorship of the CRM vision and business objectives
• Alignment of the vision with shareholder and customer value

Alignment of the strategy with the operations (marketing, sales, and service) by linking the value proposition with customer-facing process or channels.

            Optimizing applications & workload
            Improving productivity
            Ensuring effective outsourcing
            Process improvement & implementation
            Managing operational risk
            Outsourcing consulting & health-check
            Change management & re-organization
            Managing / Governing offshore resources