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Client Relationship Management (CRM) Consultancy

Effective Client Relationship Management is about the proactive development of relationships in the mutual interest of both parties - to deliver benefits which clients value and to create loyalty and increased profitability for the organisations serving them.

CRM is not an activity detachable from the rest of an organisation and cannot be effectively deployed as just an 'off the shelf' IT system. A CRM system that accumulates information but does not act on it will result in expensive failure. In professional services CRM should be people led, not system led. For a company to properly embrace CRM, it needs to be totally integrated within organisational values and activities.

What is CRM Consultancy?

It is about helping firms to maximise the potential of their key business relationships. Consultancy work can involve specific aspects of a CRM programme or encompass a broader role.

What does a CRM Programme involve?

Positive Impact Analysis

Deployment

Tracking

Focus
Knowledge
Understanding
Identification
Planning

Prioritisation
Interactivity
Involvement
Integration
Information
Structure
Development
Building

Monitoring
Measurement
Documentation
Communication
Momentum.

How should a CRM Programme be initiated?

Start in a simple way - the more complex the programme, the greater the resource needed to make it happen. A Client Service Review programme, with its resulting information, analysis and action, is the most logical starting point to help determine the areas of focus.


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