CRM Business Drivers
Digital Transformation
Organizations are racing to implement digital capabilities to interact with their customers and channel partners in new and innovative ways. Customers expect to be able to choose the channel by which they engage and to opt in and out of marketing and sales activities.
Evolving Customer Expectations
Customers have become accustomed to advanced and intuitive digital engagement with companies. Companies like Facebook, Amazon, Netflix and Google have fundamentally changed expectations for B2C and increasingly B2B customer interactions.
Changing Marketplace Dynamics
Digital innovation is changing the competitive landscape for many companies. New and sometimes unexpected competitors are emerging online or through M&A activity, bringing with them new ideas and capabilities for engaging with your customers, shortened product life cycles and increased innovation.
Leveraging Customer Information
Companies now have access to unprecedented amounts of information related to their customers and potential customers. Enhanced data management platforms, visualization tools and the maturation of predictive analytics have changed the game for companies in most industries. Leveraging this information to market, sell and service more effectively is critical to customer acquisition and retention.
How We Can Help
Current State Evaluation
Working with internal and external stakeholders we evaluate current state customer engagement practices including processes and associated technologies across channels. We develop requirements through analysis and benchmarking while identifying gaps in your current capabilities.
Platform Selection
Our CRM experts will translate key requirements into evaluation criteria and help select market-leading platforms and tools on which to deploy solutions.
Roadmap Development
We work together with you to map your journey from current state to future state based on business priorities, platform capabilities, associated dependencies and available budget.