Regardless of whether you have an existing CRM system or would like to implement one, we guarantee that we will create more value by reviewing your sales, marketing and service challenges. Our aim is to ultimately help transform and grow your business through Customer Experience (CX) / CRM, Strategies, Best Practices, Customer Insight, Tools and Technology.
In order to bring the most value to our clients, we don't assume anything about the solution you require. We start with uncovering your challenges and our "Discovery" framework is used to obtain as much insight as possible about your business in the shortest possible timeframes. Of course the main part of that process is "listening to you", you know your business and where you need to focus your resources better than anyone else.
Our area of focus during this discovery is to look at opportunities to improve activities and results in the area of Customer Lifecycle Management (How you are attracting new customers, engaging, developing and retaining existing ones and how to leverage existing or new strategies, best practices, customer insight, tools and technologies in the areas of Customer Experience , CRM, Sales Enablement and the Digital landscape to help grow your business more profitably.
Our DISCOVER stage starts with obtaining a definition around your business challenge, agreeing a high-level work plan together, conducting a readiness assessment and obtaining as much insight about your challenges and requirements through key stakeholder dialogue, followed by various other interviews, workshops, surveys, general information gathering as appropriate.
The next step is to provide a high-level briefing to validate our initial findings, confirm your readiness for change, followed by a short period of analysis and production of a final recommendations report covering vision, targets, strategy, solution roadmap, value proposition, business case and implementation plan.
Making any key sustainable change in Customer Experience (CX), CRM, Sales Enablement is a journey, not an overnight fix. Building the capabilities to consistently delight customers, generate more sales and profit, improve customer service and loyalty, attract new customers, improve the efficiency and effectiveness of your sales team by enhancing existing or implementing new best practices, processes, data and technology will reap short and long term rewards.
Building on our discovery activities and recommendations, our focus now is to help you implement the necessary changes within your business. Fortunately we are able to bring Corporate best practices and adapt them to our clients environment, working in a structured but agile way to enable project management and change management to co-exist and ensure successful transformation, value realisation and profitable growth is at the heart of what we achieve together.
Our TRANSFORM stage begins with kick-off meetings with key stakeholders and those affected by the CX, CRM, Processes, Data, Tools, Sales, Marketing and Service related changes. During this stage we will present the intention behind this business project and anchor the plan and benefits with everyone.
We will continue to work with business sponsor, management and key stakeholders to implement and roll-out best practices, tools, data & technology changes.
In the perfect world, we now add water to these key transformation ingredients and growth happens! The reality is it's vital to keep focus on running the business, growing the business and transforming the business in equal measures.
This stage is all about incubating and sustaining the changes in systems, processes and ways of working ensuring that we are on target to reach your expected success metrics and goals. We are so confident in our approach, that we can offer a risk-reward-value based agreement whereby we reduce our standard daily rates by as much as 35% if we don't help you achieve our collective goals. Those goals are typically tailored around delivering a better customer experience, selling more to new/existing customers and bringing more efficient / effective ways of working into play.
During our GROW stage we 'make the changes stick' and ensure operationalisation, monitoring of key performance indicators, identification of further improvements, reflection, learning and leveraging any necessary further changes.
The final step involves an accelerated DISCOVER, TRANSFORM and GROW cycle in order to adapt any new changes and reinforce existing changes.