Customer Relationship Management

Managing customer relationship management (CRM) can be a complex challenge. Often times it’s not about the tool, but rather about the processes, integration, and user adoption. Whether you’re already using a CRM but find it’s not providing value, or you’re facing low adoption rates, there are strategies to enhance your CRM.

These include improving data management (ensuring data integrity and quality), achieving seamless process end-to-end integration, and implementing change management to increase user adoption and boost team engagement.

The process may include:

• Answer the Why? What is the objective of CRM?
• Who are our Stakeholders?
• What data is needed, and should you need stratification and segmentation?
• What processes are needed and how do they integrate?
• What is the CRM tool?
• How do you drive your teams’ change management, pre-, during, and post-go live?