Every organizational change, including implementation of CRM strategy and technology, is a laborious effort, and the bigger organization, the more effort is required. Usually, most of that effort lays on management – it is their inspiration, enthusiasm, and motivation that move the transformation forward.

To help you ignite your people and convince them in beneficial consequences of the change, we can help you develop CRM Vision – to help you define your company long-term goals in customer-related areas, to visualize the star your organization wants to reach. We will help you involve your employees in this process of developing the Vision, so that they feel inextricably intertwined with your company and passionate about your aspirations.

This process is highly creative, and our team’s background in liberal arts, fortified by years of experience in Computer Science, Management and CRM, and nurtured by our passion for learning, provides the optimum framework able to deliver distinctive results.

The next step after development of Vision is Strategy – high-level plan how this Star can be reached, what should be done, and what is out of scope. Usually, at this point you will answer questions like:

  • How are we going to regard our customers?
  • What is appropriate, what is not?
  • Do we want to know more about them? Are we going to do surveys?
  • Shall we develop a Community platform for our customers, like Customer portal? Social media marketing? Loyalty programs?

To be able to answer such questions, you must have deep understanding of your target market.

Knowing the general direction and areas of activities concerned, it is now time to decide about the priorities and timelines, create more detailed action plan, choose the right people distribute responsibilities, and build a framework for measurement of effectiveness.

This picture shows the CRM Vision we developed for our customer Transport and Telecommunication Institute, together with their director and Professor Igor Kabashkin.

It is the model of Customer Lifecycle Value for the customer’s main target audience – students.

Even having defined strategic directions and goals and developed action plans, please remember that customer-centric culture is driven by right people, processes and technology, where people is the one most important part of every CRM implementation. No wonder! Notwithstanding great visions and plans, loyalty of your customers will always be at risk if they do not feel welcomed by and comfortable with your front-line people.

So, for customer-centric approach to be successfully implemented in your organization, it is extremely important to set your organizational culture right, so that CRM is deeply accepted by all members of your organization. We provide group-based and individual trainings aimed at increasing customer-focused culture in your organization.