Collectively businesses invest billions on CRM initiatives and yet, a significant percentage - perhaps as much as half - of those CRM initiatives will fail to deliver on their promises. Whether as a result of best-practice ignorance, poorly defined business requirements, increased delivery costs, user adoption struggles, or a disconnect between promises and results, businesses are seeing their highly touted CRM investments fall far short of expectations.

Many of the problems with CRM investments arise because businesses view CRM as a destination, not an ongoing discipline and they focus on the technology not the business problem.  As one of Europe's leading Customer Relationship Management (CRM) service providers, we view CRM not as a singular tool, package or initiative, but as an aspect of overall business strategy and change. In order to capitalise on the full promise of CRM, businesses must continually evaluate their goals and, if necessary, adjust their strategy.

Our Services

Leveraging our experience and expertise, we work with clients to deliver:

Operational CRM

• Creating global and local strategies to better analyse customer data
• Understanding the benefits of and success factors for achieving a customer-oriented approach
• Defining efficient customer related best-practice processes
• Evaluating, benchmarking and selecting ‘best-fit' technologies
• Roadmapping the requisite business and technology change
• Implementing flexible solutions that respond and adapt to rapidly changing environments
• Integrating marketing, sales, and service operations and solutions

Analytical CRM

• Strategies and solutions for integrating customer information across business functions, geographies and underlying systems
• Optimise customer strategies based upon analytical driven insight
• Leveraging customer insight and analysis to drive operational CRM activity.
• Techniques for customer data management and analysis
• Models for Customer profiling and segmentation
• Understanding customer preferences and needs
• Identifying and analysing key customer performance (e.g. Customer Lifetime Value) and behaviour
• Techniques and technologies for marketing automation and personalised , targeted marketing
• Analysis and reporting of Marketing effectiveness and assessment of MROI
• Developing programmes to identify customer retention, loyalty and return on customer
• Data brokerage services to enable analysis of disparate and sheltered data across supply chains (e.g. supplier and retailer networks) to better understand customer behaviour

Why Should Businesses Consider CRM?

The advantages of a fully functional CRM solution are numerous. Implemented and utilised properly CRM technologies and processes can enable increased turnover per-customer, greater customer satisfaction and positively impact an organisations bottom line.

We've helped hundreds of companies maximise their CRM investment. In our experience, most companies failing to realise the full benefit of their CRM solutions fall into one (or more) of the following situations:

• The solution does not provide a complete set of necessary capabilities to support the day-to-day activities of the business
• The solution does not provide necessary intelligence on customers, beyond basic operational reporting and business transaction history
• The solution does not focus adequately on the customer experience, treating customers differently according to their needs and/or value
• The solution has been approached from a technology first perspective rather than an enabler of business process and best practices

A Successful Pedigree

We have been successfully implementing CRM solutions for over 15 years, working with over 200 implementations at medium sized and Fortune 1000 companies.

Combining expert teams, an optimised delivery process and industry understanding, we achieve high-quality results more quickly and at lower cost than our competitors. Our CRM solution delivery services are tightly integrated with our Customer Strategy practice, and cover the full project lifecycle for CRM, from customer strategy development, CRM business and technology planning and vendor selection through training, deployment and operation

Every CRM solution demands both strategic and technological expertise, and we possess the deep expertise needed to help you drive business change. We can help you assess your situation, prepare for change and develop short- and long-term strategies.

An Understanding of CRM Technology

In terms of technology, we have aligned ourselves with several leading CRM application partners.

• Oracle (Siebel and E-Business Suite products) has been a close CRM partner for many years, and we have a significant number of certified professionals and have consistently won Siebel's ‘Gold Star distinction' for superior customer satisfaction
• Our Microsoft partnership around CRM continues to grow in the line with the evolution around Microsoft Dynamics

However, we do engage our clients with other CRM technologies as well. In this regard, we analyse our clients' operations and select the technologies appropriate for them rather than providing a "solution-in-a-box." The result is a CRM implementation that is both immediately useful and scalable for the future.