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In our understanding „Customer Relationship Management” (CRM) is an integrated management concept aiming at improving customer retention and in the end the company value. Four strategic areas need to be managed well:
A CRM strategy encompasses all measures which target at strengthening the customer orientation of an organization. The primary focus is on creating a consistent customer experience and end-2-end customer processes.
Using modern and fitting communication instruments and technologies helps organizations efficiently reap the customer potential.
CRM means transforming marketing, sales, and service of an organization towards the acquisition of long-term profitable customers. These customers need to buy more higher value products and need to be bound to the organization (customer acquisition, development and customer retention).
A prerequisite for an effective CRM is a right culture – a “customer culture”. This culture fosters employees in becoming “customer-oriented”. This kind of culture can be established with change management instruments.
2BCS offers 6 specific CRM services which are all based on our vast experience. As independent experts we focus on a seamless integration of your CRM initiatives with the existing instruments and tools, such as ERP.
The existing company strategy is the starting point for a CRM strategy. 2BCS facilitates you in focusing your organization on the CRM requirements. The goal is a harmonization that enables a unified market presence. Developing a CRM strategy takes place in the form of workshops, trainings, and coaching.
A strengths / weaknesses profile of your organization is created based on interviews between your organization and our CRM experts. Our CRM maturity and best practice models enable us to position and valuate your CRM organization and activities. This audit leads to proposed call to actions.
Together with your employees our experts develop a CRM vision including CRM principles. The CRM vision is aligned with your company and the divisional strategies.
2BCS supports you defining your CRM processes and your tool requirements in all customer management areas. The resulting documentation can be used as an internal project brief and for an evaluation of a CRM tool and integration partner.
2BCS supports you all the way through your implementation of a CRM initiative. We do this supporting individual projects (e.g., CRM implementation, ERP-integration) but also enabling a whole CRM programme management.
2BCS clients profit from our profound experience and individualized services in the CRM arena. Our expert’s advice you independently of any interests and with many years of experience. Transparent and proactive communication are very important – but also realistic expectations. Apart from our independent valuation of your situation we promise to support you with practical and proven approaches for successfully managing all CRM challenges.
I-Hsiang Hung is a Senior Consultant at 2BCS with a focus on CRM projects. Since the beginning of his professional life, his focus has been on the customer, starting from Apple Retail Switzerland to Hirslanden Group, he understood how to successfully translate the customer's needs and challenges into business. I-Hsiang holds a ZHAW degree in MSc Business Administration with Specialization in Marketing.