Customer Relationship Management

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“Capitalizing on CRM’s promises to improve your business”

Customer Relationship Management: Building customer knowledge, value and loyalty. Business & Decision draws on its dual expertise on tools and business in the CRM field in order to help enterprises manage Customer data (Analytical CRM) and standardize the processes that use this data (Operational CRM).

Challenges

  • Unified customer view on all channels: prospects, customers and partners
  • Development of the customers portfolio value (products held, up-selling and cross-selling...)
  • End-to-end sales processes management (operations, quotations, order placement, contractualisation)
  • Improved communication and sales efficiency thanks to better targeted multi-channel marketing
  • Optimization of customer winover and management on a daily basis, and of customer retention
  • Overall improved service quality
  • Processes rationalization and fewer poor added value and time-consuming tasks
  • Supporting documents dematerialization
  • Reduced operational costs
  • Upstream identification of solution deployments' organizational impacts
  • Ensure user adherence to project and chosen solution
  • Share the stakes and associated goals and determine project success indicators
  • Prepare benignant communication as early as possible
  • Increase teams' productivity using the most appropriate solutions
  • Ensure the integration of the CRM application into the
  • Information System
  • Be watchful of performances
  • Ensure solution's durability
  • Keep a high level of availability
  • Facilitate technical administration and utilization

Solutions

Enterprise Marketing


“Our mission: To use our marketing information systems know-how to boost your relationship marketing: to bring to you the market's latest innovations, and help you improve your sales efficiency."

Nowadays, the Marketing Information System plays a key role in sales efficiency. Marketing covers a large number of fields that must be coherently dealt with as well as meet the following objectives:

 

  • Institutional image and communication creation 
  • Customer attraction and retention 
  • Promotion of new offerings and products 
  • Customer relationship building through relational marketing 
  • Optimum utilization of each channel's levers and business recovery management 
  • Sales activity support 
  • Processes management (campaigns, catalogs building, newsletter, ....)

 

Customer Relationship Management


“Our mission: To support you in the definition and implementation of your Customer Relationship Management effort”

Driving efficiency in all of CRM's areas is mandatory and part and parcel of your Company's success.

Providing users at the appropriate levels with suitable indicators, presenting these indicators in a simple and clear manner and with the necessary data quality, constitute CRM's major challenges. These data are used to:

 

  • Get to know customers and predict their behavior 
  • Guide actions by pushing the right offerings on all the channels 
  • Manage operational processes 
  • Measure efficiency

The Business & Decision Offering

  • MDM (Master Data Management) 
  • Reporting and performance analyses (sales, service, marketing) 
  • Balanced Scorecard "customer performance" 
  • Predictive analyses and scoring (risk, appetence, churn) 
  • Descriptive analyses and segmentation

 

Customer Strategy Execution

 

“Our mission: To draw on all the experience and assets that we gathered during the last 10 years to provide you with project support at a very early stage by helping you make strategic choices.”

Business & Decision has acquired, thanks to a network that covers 20 countries and to 10 years’ worth of experience working for prestigious customers, recognized know-how in Customer Strategy Execution.
Our consultancy approach is pragmatic and operating income-oriented.

It is with this frame of mind that Business & Decision offers its customers packaged high added value CRM offerings:

  • Industry-specific expertise (Telecoms & Media, Life Sciences, Financial Services/Insurance, High Tech)
  • Project management and Program Management
  • CRM Vision (Business, Organization, Change Management, Technology)
  • Customer and Relationship Marketing strategy
  • Customer path optimization on all channels
  • Marketing Information System expertise
  • Customer Experience Management and Co-creation 

Services

Consulting: identify value, elaborate the business case


  • Customer relationship strategy and management consulting
  • Business Case framework and definition: feasibility studies and return on investment analysis
  • Processes and IT environment audits
  • Project management
  • Online Marketing strategy definition
  • Data governance and Master Data Management 

 

System Integration: system design and implementation

 

  • Customer relationship strategy and management consulting
  • Business Case framework and definition: feasibility studies and return on investment analysis
  • Processes and IT environment audits
  • Project management
  • Online Marketing strategy definition
  • Data governance and Master Data Management 

 

Change Management

 

  • Transfer of knowledge to project and action teams as regards rare or complex cases
  • Organizational and human impacts measure
  • Communication plans definition
  • Change management and deployment strategy
  • End-user training  

 

Service Centers

 

Service centres are comprised of highly skilled and experienced Consultants, who work in teams dedicated to helping customers develop their projects and to support their strategies. These teams are organised around skill centres that span multiple business activities and simultaneously manage the priorities and coordination of a wide range of projects. These teams typically develop and standardise the infrastructure, governance and management practices that provide project frameworks.

Partners