In Detail
Enterprise Strategy and Implementation
Coordinated CRM initiatives improve the overall customer experience and provide economies of scale through leveraging existing technology infrastructure/methodology, program management expertise and elimination of redundancies. We provide support for enterprise wide program management of CRM efforts, providing a single source of implementation management controls and identifying value from merging existing CRM efforts into an enterprise wide program. We help manage the challenges of implementing CRM across an organization by providing governance/arbitration, methodology expertise, and knowledge of best practices and tools
Customer Value Management
Companies who have made large investments in CRM programs may be frustrated at the lack of results. Particularly companies who jumped on to the CRM bandwagon without first defining the customer targets, expected measures and with little input from the customer’s perspective. In order for CRM to succeed, companies need to re-evaluate and re-prioritize the programs that will bring the most value both in short and long term. Through a detailed assessment of current CRM operations and determination of their value to customers and the business, we can then make recommendations for cost savings and tactics on how to maximize the most valuable CRM opportunities.
Multi Channel Optimization Strategy
Few companies today have the ability to diagnose and manage the multi-channel experiences customers have with a brand/product. As a result, customers are frustrated and defect which results in lost revenue. We do the ground work, providing organizations with some tactics for quickly addressing customer issues. With a short evaluation of the customer’s experience using scenarios and story boards, we can then identify the multi-channel issues and prioritize the quick-hits for solving customer pain points.
Channel Personalization
Today’s customers value a personalize experience, but are concerned about what and how much “personal” information is shared. We provide tactical solutions for addressing existing customer data issues, determining how to best leverage customer information into the correct personalized customer experience that can lead to increased customer satisfaction, retention and increased revenue through targeted selling.
Service Strategy
We determine the service expectations of the client’s most profitable customers and identify those activities that will satisfy these service expectations, including an audit of the client’s current front-line service operations. We help the client gain competitive advantage by filling the gap between what the customer thinks is required service, and what the competition believes it to be.
Contact Center Operational Process Review
Either as a result of our audit of the client’s front-line service operations above, or from the client’s own observations, the nature of the service issues discovered will sometimes require a review of the Contact Center operational processes. This takes only a few days but the resultant process re-mapping will usually yield major improvements in service performance and productivity, with a payback in a matter of weeks.
Deployment, integration and customization of third-party vendor package solutions
Our CRM expertise can help organizations advance competitively through technological means, recommending and implementing innovative CRM technology solutions. From the basics of implementing sound structural CRM architecture to customizing specific CRM solutions, we work collaboratively with clients to discover and evaluate the best technology options available to fulfill the CRM strategies. In addition, our technology experts support the deployment, integration and customization of the specific CRM solutions.
Data mining and management
One of the leading reasons to implement CRM applications is to get a comprehensive view of the customer. But for the right hand to know what the left hand is doing in customer interactions and analysis, multiple departments need to share information. Unfortunately, data silos and fierce ownership of customer information persist in most organizations. Our HarrisonGray solution includes defining and implementing the tools and processes to share data and internal metrics, to determine key measures such as customer value and profitability.
