Customer Relationship Management Services
CRM turns information about customers into a rich source of ideas for performance improvement. A compelling customer relationship strategy based on superior analytics and clear business objectives creates value for the organization through innovative relationship programs supported by customer-oriented processes, organization, and technology.
Customer relationship management (CRM) converts information about customers into a rich asset for performance improvement. The more complete an understanding a company has of its customer base, the more opportunity there is to use analytics to implement customer-facing initiatives in targeted ways that achieve measurable impact.
CRM is fundamentally a strategic approach to managing customer value and experiences. It is not a technology solution. However, technology is often an enabler of the benefits that accrue from a well-crafted customer strategy, superior analytics, and innovative programs.
- Successful CRM starts with intensive data analysis, gauging the relative importance of customer-oriented drivers of company profitability-acquisition, cross-sell, or retention. This data is used to formulate a fundamental strategy for managing customers and customer relationships.
- Developing sales and marketing programs or customer experiences at the point of sales that generate economic impact with key target segments. Tested in pilots and rolled out only once impact is verified, our programs build momentum on the basis of demonstrated results.
- We advise clients in selecting, implementing, and managing the technology platforms that support CRM. CRM technologies are the enabler of customer-focused initiatives. These technologies are best pursued as a sequenced, targeted set of IT investments designed to begin paying off in the near term.