CRM Strategy Consultant
Strategy defines the shortest path to the biggest outcomes
What We Can Achieve Together
Improve Business Outcomes
The strategy engineers the technology to achieve the most important business outcomes
Increase CRM ROI
The strategy architect's user goals and benefits to increase adoption and ROI
Accelerate Revenue Growth
A strategy creates line of sight from technology execution to revenue growth
A Better Way
Customer strategy and technology are both essential to manage and grow customer relationships at scale.
Strategy is the linkage from the software to the business outcomes. And business outcomes are things that really matter, such as increasing customer acquisitions, customer share and customer retention. The strategy shows specifically how the software will achieve these objectives.
According to both Gartner and Forrester, the #1 cited cause for disappointing or failed CRM software implementations is a poor CRM strategy.
Without strategy that link is left to chance, and the business outcomes are very unlikely to happen. Without a strategy, instead of business outcomes such as increased customer acquisitions, share and retention, the software becomes a technology tool to enter data and build a customer database.
That's needed but a database is just a collection of data, and by itself falls woefully short in achieving business growth and business results that matter. Strategy and software are symbiotic. They are powerful together, but ineffectual apart.
Without strategy, the application is aimless, and technology is designed in a vacuum. Strategy is a precursor to everything that comes after. Great execution won't get you very far if your strategy is wrong.
Customer relationship strategy is your roadmap. It identifies and sequences the methods and processes that produce the outcomes that most matter and avoids wasting time with activities that don't. Without strategy, technology is designed in a vacuum and execution is aimless.
Customer Relationship Management Strategy is our Business
Helping clients design their application to grow customer relationships and company revenues is our core competency. Our consulting services help clients engineer user, customer and company outcomes.
We are experts and certified with the market leading CRM technologies. We are well versed in applying technologies to achieve 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.
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 unique capabilities to achieve better results for our clients.
Our staffing model upends the industry norm. 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 only becomes successful when the benefits exceed the effort. That is when users get more out of the system than the effort it takes to enter data into the system. CRM becomes sustainable when it increases staff efficiency, effectiveness and empowerment goals.
So, we start by making the user our North Star. We identify user pain points and ways to use CRM to improve their lives. We find their WIIFMS (what's in it for me).
And then we apply a combination of Design Thinking and user-centered design to create personalized, relevant and productive User Experiences (UX). These efforts are proven to improve user adoption, increase CRM software utilization and accelerate CRM ROI.
Simply installing CRM software and hoping for the best will leave you with a system that captures data and not much more. But 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 marketing campaign conversions, sales win rates 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 tell you what leads will convert, which buyers will buy, which customers will churn and the optimal prices for your products or services.
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 actions to improve user, customer and business outcomes and make better customer, product, sales and service decisions.
The most successful companies are defined by their ability to collect and curate the right data and use that data to deliver differentiating customer experiences and make better decisions.
Flexible Services
We offer flexible services to accommodate different levels of engagement.
Guide Me
- Maximum flexibility
- Minimum business interruption
Do It With Me
- Maximum collaboration among teams
- Maximum learning and knowledge transfer
Do It For Me
- Fastest time to value
- Highest performance results
We welcome an introductory call with a CRM strategy consultant to discuss the options that best achieve your goals.