Consultancy for Customer Relation Management (CRM)

Desh Bhagat United was given consultancy service for CRM (Customer Relation
Management).

CRM is an enabler of business strategy and customer centricity. CRM solutions are no longer
the IT-centric systems of years ago. They now provide sophisticated analytics and other
features that can help financial institutions meet new trends head-on, from rising user
expectations to relentless regulatory demands. Organizations need a new approach to
selecting a CRM solution—one that prioritizes their specific business needs.

Staying customer-centric remains vital to long-term sustainability. Despite the distractions of

complexity, uncertainty and risk, CRM Consultancy will help businesses stay focused on
their customers with innovative and effective approaches to marketing, sales and
customer service.

We define Customer Relationship Management (CRM) as a business strategy directed to

understand, anticipate and respond to the needs of an enterprise's current and potential
customers in order to grow the relationship value.

A common misconception is believing that CRM consists of software or that procuring CRM
software will in and of itself achieve CRM objectives. This is not the case. Companies must
recognize that CRM is not equated to just application software, but rather a comprehensive
and holistic customer focus, which evolves with every customer touch point and activity.

What does CRM mean for your company?

In CRM (customer relationship management), a company addresses its overall focus on

customers, taking the following areas into account:

In the marketing area, CRM helps optimize the design and execution of campaigns, lead
management and analyzing success.

The improvements for sales to increase turnover include adapted sales processes and
methods, quicker response times by field staff members and successful quotation processing.
In customer service, the benefits include long-term improvements to customer satisfaction
thanks to optimized service and complaints management.

How can your CRM system be successful?

The CRM system can be divided into four functional task areas. Success is dependent on how
these task areas interact:

 Communicative

 Operative

 Analytical

 Collaborative

The communicative CRM deals with documenting all channels of communication, such as
email, chat, activity feeds, SMS, letter, fax and telephone. This ensure continuous availability.
In addition, all company divisions know the entire customer history and there is a
standardized image of the company: one face to the customer.

In the operative CRM, the aim is to make all the important information about the customer
easily accessible: 360° view of the customer. Optimum operational support for employees in
all areas is crucial here, because success depends on user acceptance.

The analytical CRM provides easy access to KPIs, evaluations and reports. Trends in
customer behavior should be identified in good time. The results are summarized and
displayed in a service or marketing dashboard.

In the collaborative CRM, all the CRM systems are built into a heterogeneous system
landscape: turning isolated applications into an integrated system. This makes it possible to
provide the best support for cross-system processes.

How we help?
1. Business to CRM Strategy: Define and tie CRM strategy and objectives back to
business strategy and create quantifiable objectives
2. Redefined processes and operating model: CRM should not be “paving the cow
path”; leading practices should be first implemented on the processes and operating
model
 3. Business Involvement: CRM projects are business transformation efforts and need to
be led through business sponsorship, close collaboration between business and IT, and
deep involvement of business users

4. User Centric Design: The solution development process should focus on “user
centric and adaptive design” rather than purely functionality and requirement based
methodologies. Adoption should be built into the solution vs. being an afterthought

5. Rapid benefits: The program roadmap should be defined to ensure rapid and multiple
releases delivering incremental business benefits as opposed to a big-bang approach

6. Technology and customization: Customization and technology complexity should be

avoided where possible through smart business solution design

Simply contact me by phone or email to get started.:

9356422377 rajni.saluja@deshbhagatuniversity.in