Verify your CRM (Customer Relationship Management) processes and tools with best-in-class practices

Verify your CRM (Customer Relationship Management) processes and tools with best-in-class practices

Wojciech G

Independent strategy consultant (10 years with A.T. Kearney)

5 days
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Best-in-class CRM (Customer Relationship Management) tools (i.e. IT systems) increase sales by 30% on average, when correctly implemented. 1. Are you sure your current or considered CRM tool includes features available in best-in-class IT systems? Do you know which of the over 200 typical features advertized by CRM suppliers are crucial for the business efficiency? 2. Have you tested reliability of the leading CRM tools? Which ones are very reliable, which ones stop working many times a day? It takes one month to thoroughly test one tool. 3. Do you implement or plan to implement your existing CRM process in the tool or do you reengineer the processs before chosing and implementing the tool? 4. Do you know which business decisions you have to take to improve your business? Do you know which CRM reports you need for the business decisions? Do you have too much or not the correct information in reports? 4. Best companies have a process of constant improvement. They do not have a fixed CRM process. They constantly modify the CRM process, the data they collect on clients and reports they create based on the data. Do you have such a self-improvement process? The Service Package answers to the questions above and gives you actionable recommendation on what to change. The Package requires some involvement on your side: - 1-2 hours of your senior representative (e.g. Chief Sales Officer of Chief Marketing Officer) for discussing how the business is done (sales channels, marketing communication mix, B2B vs B2C vs C2C, direct / indirect, partnerships, various sales processes etc.) - 2-4 hours of time of each of 2-4 key employees or partner employees contacting clients in your organization for in-depth interviews. - Sending me the data presented to customers by the kew employees (presentations, links to www site, marketing messages etc.). - 1-2 hours of your senior representative (e.g. Chief Sales Officer of Chief Marketing Officer) for attending the presentation with project results. The Package may be done remotely by video contacts or on-site (with additional charge for travel/hotel).


Review of currect CRM process vs the best-in-class process - categorized list of "has" / "does not have" process features.

Review of currect / considered CRM tool vs the best-in-class tool - categorized list of "has" / "does not have" process features.

Recommendations - categorized list of specific actions to be taken to get to the best-in-class CRM process and tool. The recommendations will address the questions in the Service Package description.

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The consultants, consultancies, agencies & SIs in our global network, approaching 4,000 in 60+ countries (as of early July 2020), execute important systems and data project work including, but not limited to: CRM systems deployments and revamps, CRO, data cleaning, marketing performance reporting, identity resolution setup, machine learning for predicting and optimizing customer behaviors, marketing automation systems implementations, social media analytics, CX analytics, web analytics and much much more.

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