| Customer Centric Consulting helps organisations develop their CRM Strategy from a non-vendor perspective. Although we understand technology and can help in technology selection, we engage the project from a business perspective.
We help organisations understand what is going to be required to deliver their strategic objectives both from a technological and non-technological point of view. It is here where the CRM Journey (project) Plan is also formulated. Customer Centric Consulting facilitates the realignment of organisational visions, values and strategies in preparation for a new customer-facing mission through clarity, leadership and process.
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Technology is only one of the enablers and should not be the sole focus of a CRM Journey. Organisations often aren’t sure of, or don’t have time to consider, all the issues when embarking on a new or revised strategy. Also politics, resources or poor process may interfere with budgeting, planning or decision-making.
CRM Strategy and Awareness Development provides clarity and expertise at the strategic level – all the time relating to the necessary tactics that will ultimately lead to success.
We facilitate the linkage between Business Objectives, Strategy and Tactics.The service helps you understand what is required to make successful Customer Centric, Customer Focused and/or CRM strategies, based on your business, people and philosophies
- Senior level management inclusion and sponsorship from the very beginning.
- Strategic principles are identified and agreed upon.
- Management wide understanding of the strategy.
- Awareness of how to utilise change to facilitate a successful outcome.
- Early identification of potential hurdles.
- Project objectives are aligned with organisational objectives.
- Balanced financial perspective of project budgets.
- Awareness of staff issues prior to proceeding to tactical phases.
- Faster decision turn-around times for strategy or project signoff.
- More meaningful and relevant planning.
- Reduction in cost overruns.
Our Methodology
We work with your Senior Managers and Line Managers, empowering them to understand what it takes to make CRM strategies and CRM applications work, this enables them to make decisions that will ensure strategy and project success. SRD Group brings years of experience in multiple industries to your organisation allowing your key staff to access proven business process.
We guide our customers to the project starting line through:
- Senior Management Team workshops.
- Decision making process.
- Balanced Scorecard methodologies.
- Staff communication methodologies.
- Strategic Planning.
- Tactical Awareness.
- Change Awareness/ Management.
- Customer Relationship Management principles.
Please contact us for more information.
> CRM Project Management
Other resources
What does Customer Centric mean? - from CRM Guru
Customer Centric Marketing v's Mass Consumerism by Philippe Suchet
The Customer Centric Enterprise - from Destination CRM
