CRM Consulting

CRM or Customer Relationship Management is a much abused term. When CRM first hit the market , it was predominantly focused only on Sales , Service and Marketing. Today CRM is much bigger and it would be correctly defined as any process which touches the customer. While most organizations have a CRM strategy it is not because of the value which CRM gets an organization but more because of a “me too” approach. Very few organizations have thus realized the true potential of CRM. Most of the times the questions which get asked are:

• Why should I have a formal strategy around CRM?
• I already have processes for Sales, Service and Marketing in place why should I be bothered?
• With so many CRM applications available in the market I am confused on what to go with.
• I spent so much on my CRM, I am yet to get any kind of benefits out of it. Why should I invest anymore?
• CRM is meant only for industries with a B2C focus, I do not work in that industry, why should I go for CRM?

What organizations do not realize is that CRM is an attitude which needs to be followed religiously. It is not just another process or an application. We ensure that we are there to not only answer all your questions but to take you through the steps all the way. Here is what we do:

• Work with the business users to define a formal CRM process.
• Identify the existing processes and suggest any corrections on the same based on the best business practices.
• Define any additional processes which would improve the customer management.
• Work with the IT Team to identify the best possible solution to match the processes defined.
• Architect the proven solution and ensure it ties in not only with the long term IT strategy but also with the long term business strategy.
• If the deployment is through a different partner, assist in identifying the partner through an RFP process, which includes the creation of the RFP and the vendor evaluation.
• Deploy and implement the solution either directly or manage the deployment through a partner chosen by the customer.
• Monitor and report on the performance of the application deployed.
• Measure the tangible business benefits.

We specialize in the world’s most deployed CRM which is Oracle’s Siebel CRM . Our consultants also specialize in the following industry verticals:

• Telecommunications.
• Media.
• IT and ITSO.
• Logistics.
• Automotive.
• Aerospace.
• Consumer Goods.