Customer Relationship Management (CRM)
Many organizations, seeking a leg up in competitive markets, pursue CRM strategies to 'get closer' to their customers. But according to The Gartner Group, some 55 percent of CRM initiatives fail to deliver any measurable benefit. There are many reasons, but the most common include lack of consensus on its purpose and unwillingness to look beyond the technology implications -- particularly given the extensive amount of behavioral change often required to make a CRM program successful. If you are looking to strengthen customer relationships and market your organization more effectively, talk to West Monroe Partners. Our holistic approach to CRM -- which addresses your needs through the equally important lenses of people, process, strategy, and technology -- recognizes that one size does not fit all and focuses on building a strategy that works for your environment. As the model for how your organization markets, sells, and services its customers, CRM can provide the foundation for great opportunities: customer and partner loyalty, efficiency, growth, profitability, and competitive advantage. The right sales force automation solution can enhance your customer strategy, increase revenue, lower your cost of sales, and produce a host of other benefits that add up to competitive advantage. If you are looking for better productivity and results from your sales team, West Monroe Partners can help you create efficient, effective, well-aligned sales processes that support customer relationship management (CRM) efforts and deliver on business goals. Our sales force automation approach incorporates everything from capturing and managing relationships, to improving data quality, to optimizing relationship management processes, to selecting and implementing enabling software. The world of marketing has changed significantly over the last decade. New channels have created better and faster ways of connecting with customers. Organizations have access to more comprehensive data, and more timely data, than they ever have. Speed to market--for products and marketing campaigns, alike--is more critical than ever to success. Results are scrutinized like never before. Building and managing customer relationships in this new world of marketing means taking a fresh look at the strategies, technologies, processes and people that can drive success in the market. West Monroe Partners can help at every step, from gathering and analyzing customer data, to applying marketing resource management techniques, to delivering new products successfully to market. Gaining new customers is one thing. Keeping them -- in a highly competitive market -takes just as much care and attention. But intense scrutiny of costs has forced many organizations to turn to contact centers and technology to handle many of the customer-care and service functions traditionally offered in person. This has forced companies into a real balancing act to manage both costs and quality. West Monroe Partners has substantial experience with customer-service processes and technologies -- experience that can help you define the right strategies, tools, and resources to support your customer relationship management and marketing goals. Contact us for more information about customer solutions. Read "CRM for Banks" featured in destinationCRM! |
