Wining the battle for high value customers.
Customer relationship management (CRM) converts information about customers into a rich asset for marketing & brand performance improvement. The more complete an understanding a company has of its customer base, the more opportunity there is to use analytics to implement customer-facing initiatives in targeted ways that achieve measurable impact.
CRM is fundamentally a strategic approach to managing customer value and experiences. It is not a technology solution. However, technology is often an enabler of the benefits that accrue from a well-crafted customer strategy, superior analytics, and innovative programs.
Strategic insights must be translated into a focus for sales, marketing, and service efforts. For some companies, managing customer attrition will be a strategically important economic lever; while for others, customer acquisition may be supreme.
Effective CRM initiatives require management and marketing discipline. We help brands and businesses adopt CRM to become more focused and more valuable. This is through initiatives to:
> better understand the customer.
> design programmes and solutions.
> deliver on the details.
> make good decisions.