CRM CONSULTING SERVICES
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Customer Relationship Management or CRM is a customer centric model that integrates TECHNOLOGY, DATA, PROCESS and PEOPLE to organize, automate and synchronize sales, marketing and services across all customer contact points and channels.
The term, CRM, emerged in the mid 80s when the concept of business changed from transactional to relational. The first CRM software was introduced in the early 90s and since then, with the advancement of information and communication technology, CRM had evolved to become more integrated, intelligent, digital, and omni-channel.
The promise of CRM is captivating, but in practice it can be frustrating. When it works, CRM allows organizations to gather customer data swiftly, manage customer interactions across all channels better, generate more qualified leads, reduce the costs of serving the customers and etc. But when CRM doesn’t work, it can lead to debacles.
Make no mistake. Getting CRM right is important and urgent!
Our CRM Consulting Services are designed to assist the business to get CRM implementation right from the pre-implementation stage up to optimization stage, irrespective of the CRM systems adopted by the organizations:
PRE-IMPLEMENTATION
PRE-IMPLEMENTATION
Develop good understanding of key features and capabilities of CRM solutions and how they can be effectively applied to organize, automate and synchronize sales, marketing and services across customer contact points
Uncover sales, marketing and service management gaps from which improvements can be addressed by CRM to justify a business case for change
Develop CRM strategic and holistic approach towards integration of the entire organizational sales, marketing and service activities
IMPLEMENTATION
IMPLEMENTATION
Develop an effective requirement driven process of selecting a CRM solution during RFP/POC stage with clear business requirements, use cases, evaluation criteria and scoring approaches
Provide business consulting services throughout the CRM project management cycle e.g. Target Operating Model (TOM), business architecture and requirement analysis, process reengineering and functional design, data analysis and performance dashboard, use cases, user training and change management, implementation plan etc.
OPTIMIZATION
OPTIMIZATION
Develop CRM Optimization Plan and support its execution to drive value realization out of CRM, post implementation
The business consulting approaches include:
Researching: This involves obtaining of relevant information together with the business team by conducting interviews, meetings, workshops etc. to uncover, analyze and understand the current gaps and the improvements required
Teaching: This is a formal lesson with a well- structured contents and syllabus to address CRM implementation needs
Mentoring: This involves on the job training by taking part in the process side-by-side with the business team to help get the deliverables done quickly and efficiently
Showing: This is making something understandable by providing templates, documents and insights, or using examples to demonstrate a skill or activity.
Reviewing: This is validating the deliverables that are produced by the Project
Different approaches may be used according to the situation and the current level of CRM knowledge and experience of the business team.
Should you require more information about our CRM Consulting Services, you may contact Kamaruddin Ibrahim via email: kamaruddin@ecrmacademy.com or Tel/Whatsapp: +60 182254067.
For CRM Training and Mentoring Services, please click HERE.
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