CRM Consulting
Customer Relationship Management (CRM) is a widely used phrase with different interpretations being applied across varied market sectors. Whilst delivering CRM Consulting we have to be cognisant of the commercial pressures inherent within the specific industry to ensure that the CRM is optimised against a demonstrable return on investment (ROI).
CRM Solutions have long been marketed as a panacea but in isolation they are unlikely to fix the problem. CRM Consulting should not therefore be constrained to the selection & implementation of software solutions but should encompass all aspects of customer relations from forming CRM Strategy to implementing improvements in back office processes to ensure a customer experience is joined up and optimised across all customer touch-points.
The uptake of Social Media (SM) has brought an exciting new dimension to CRM as it is now critical to manage customer relations proactively across multiple media channels. Companies not proactively managing their online presence are potentially failing to harness huge opportunities whilst running a great risk of unchecked reputational damage.
Transform Associates, CRM Consulting advocates CRM initiatives being conducted as a transformation/ change programme due to their complexity and the diversity of stakeholders involved. We would strongly recommend a Transformation Capability Assessment be conducted to ensure the viability of any CRM initiative prior to any programme being initiated