CRM Optimization Consultant


Get more value from your existing CRM investment

What We Can Achieve Together

Grow Customer Relationships

You are never done growing customer relationships. That's why continuous advancement is essential.

Drive Business Transformation

CRM 2.0 advances your application from transaction processing to business transformation.

Increase Customer Lifetime Value

Apply the CRM Maturity Model to better engage customers, grow customer share and keep customers longer.

Customer Relationship Management is a Journey

Most companies focus on time and cost when implementing CRM software. It makes sense to get the application into production quickly. But that's the starting point, not the destination.

Customer Relationship Management is a journey, and to get progressively more value from your application, you need advance it to deliver progressively bigger user, customer and company outcomes.

CRM is under-utilized when operated as a transaction-based technology system. But when it's designed to directly drive the company's most important user and business outcomes, it becomes a business transformation solution the company cannot live without.

Our proprietary CRM 2.0 framework applies evidence-based best practices to advance your application for improvements to user objectives such as productivity and personal performance outcomes; customer objectives such as improved customer experiences; and company objectives such as increased customer acquisitions, share and retention.

Even better, you normally don't need to buy more software. Research published in the CRM Benchmark Report found that companies, on average, use less than 26% of their application capabilities. That leaves a lot of upside potential to use more of your existing technology to improve top line revenues and bottom-line savings, and increase the financial return on a big investment.

Tapping in to more of the application software you already have not only offers a low cost, high payback value proposition but also increases user adoption, software utilization and technology ROI.

Customer Relationship Management Optimization is our Business

Helping clients advance their customer management system to grow customer relationships and company revenues is our core competency. Our consulting services engineer the application to deliver user, customer, and company outcomes.

We are experts and certified with the market leading CRM technologies. We are well versed in applying technologies to improve employee benefits and business results.

Our prescriptive methods, best practices and acceleration tools bring proven techniques to achieve significant and sustained improvements. Our purpose-built analytics bring visibility and predictability to progress and forecasted results.

And to de-risk our programs, we round out our services with program management, organizational change management and governance programs.

What Sets Us Apart

We apply four standout differences to achieve better results for our clients.

Our staff are senior consultants that have personally led many CRM strategy, implementation and optimization projects. They are certified on the applications and Agile methods. The average consultant tenure is 24 years of full-time CRM experience.

So instead of the norm which is a part-time senior consultant supported by junior staff, our entire team consists of seasoned professionals.

CRM software becomes successful when the benefits exceed the effort. That means the users get more out of the system than the effort it takes to enter data into the system. The application becomes sustainable when it increases staff efficiency, effectiveness and empowerment goals.

So, we start by making the user our North Star. We identify their pain points and ways to use the application to improve their lives. We find their WIIFMS (what's in it for me).

These efforts are proven to improve user adoption, increase CRM software utilization and accelerate CRM ROI.

Installing CRM software and hoping for the best will leave you with a system that captures data and not much more. Unfortunately, there's no ROI from capturing data. You only earn a payback from actions and best practices that deliver measurable business outcomes.

Best practices are prescriptive plays to achieve things like improved sales win rates, marketing campaign conversions, and customer satisfaction scores. Outcomes include things like increased customer acquisitions, customer share and customer tenure.

So, a better approach is to start with the end goals and configure the application to those ends. We design CRM actions that directly drive the most important business outcomes. We create a clear line of sight from technology to performance results.

CRM can predict what leads will convert, which buyers will buy, which customers will churn and the optimal prices for your products.

But data must be converted from a raw material to a finished product of information or insight. That's when sales, service and customer data become your most valuable company asset. 

We have the use cases and accelerators to transform data into insights that drive improved user, customer and business outcomes and make better customer, product, sales and service decisions.

The most successful businesses are defined by their ability to collect and curate the right data and use that data to deliver superior customer experiences and make better decisions.

Flexible Services

We offer flexible services to accommodate different levels of engagement.


Guide Me

An Advisor Approach
  • Maximum flexibility
  • Minimum business interruption

Do It With Me

A Co-creation Approach
  • Maximum collaboration among teams
  • Maximum learning and knowledge transfer

Do It For Me

A Turnkey Approach
  • Fastest time to value
  • Highest performance results

We welcome an introductory call with a CRM optimization consultant to discuss the options that best achieve your goals.