Strategic Business Management
Customer Relationship Management (CRM)
Customer Relationship Management is a complex and wide issue and can be difficult to describe. Even if a stock answer is given, CRM often remains in the mind of clients as meaning something quite different. CRM also means different things to different people. One thing is for sure: CRM is not about boxes and wires. We portray it as: the extraction of maximum value from the customer base, founded on an organisations’ ability to understand the need and value of individual customers and to translate that into real action impacting the customer. This can induce a company enterprise-wide to become much more customer orientated.
Research of recent CRM market trends and our own market experience shows that CRM as a business concept has matured and mutated. Software suppliers offer fairly robust and mature products and there is generally a greater understanding of what needs to be done inside organisations from a customer perspective.
As an experienced and independent consultancy we help organisations to formulate CRM strategies, prioritise CRM needs, conduct value modelling, run CRM change programmes, select suitable business systems, assess outsourcing options and review CRM implementations and services.
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