CRM consulting: advice and implementation from a single source

To find the optimum solution for you, your company-specific demands on the CRM system are first determined, business processes and goals are analyzed, and challenges are identified in a requirements analysis. From this, we develop the framework conditions for CRM selection and implementation.

We operate independently of technology providers and therefore advise you neutrally and objectively. We identify and evaluate CRM solutions that are appropriate for you based on your requirements and criteria such as functionality, scalability, adaptability, and integration options. Taking economic efficiency into consideration, we subsequently suggest which are the best options for you.

We adapt the CRM system – no matter whether it is on-premise or cloud-based – to your company’s requirements and configure it accordingly. This includes, for instance, the definition of workflows, setting up required functions, the compilation of reports and clearly arranged dashboards as well as connection to your existing IT systems.

Are you already using a CRM system or have you organized your data storage in other systems? We transfer the existing customer data to the new CRM system – from data cleansing, data mapping, and conversion up to and including data integrity testing. Of course, each of our system introduction projects also includes comprehensive quality assurance.

We support you during the introduction of your new CRM system so that everything proceeds smoothly and the system achieves the highest possible level of acceptance amongst its future users. This includes workshops and training materials, conducting administrator and user training as well as extensive change management consulting.

On request, we also undertake continuous system maintenance and support, e.g., reliable application management as well as system and interface monitoring. If required, we can also subsequently further expand the functions, reports, and interfaces and take over these further developments.

CRM stands for customer relationship management. Accordingly, it is a software technology that manages, analyzes, and visualizes customer interactions and all data incurred in this connection over the entire customer life cycle.

• Customer data management: Central storage and management of customer data, contact and purchase histories for quick and easy access to all relevant information
• Contact management: Creation and management of contacts such as new leads or acquired customers including activity and history logs for a comprehensive overview of interactions
• Sales management and forecasts: Management of the sales process. This includes the tracking of opportunities, planning of sales activities, offer preparation, sales contracts and sales forecasts
• Marketing automation: Segmentation of target groups, preparation of email campaigns, recording of metrics (e.g., opening and click rates) for successful and time-saving marketing activities
• Customer service and support: Management of customer support requests, assignment to the responsible employees, progress tracking in problem-solving
• Reports, dashboards, and analyses: Preparation of reports and analyses concerning customer activities, sales successes, and marketing campaigns, evaluation of measures and performances, adaptation of future decisions (learnings)
• Linking of relevant systems: Data from email programs, calendars, social media or e-commerce platforms can be merged in CRM for seamless processing, optimized work processes, and transparency

1.  A CRM system saves time
   The customers’ data is stored and managed centrally, which enables quick and easy access to all relevant information such as contact and purchase histories.
2. A CRM system reduces costs
   Employees can use their working time more efficiently, marketing and advertising can be addressed in a more targeted manner, resources can be used more specifically, the company can focus on meeting customers’ wishes – all of which reduces costs.
3. Increased sales efficiency
   Central and traceable lead qualification, following up on sales opportunities, and tracing customer activities lead to increased sales effectiveness and improved sales growth.
4. Increased profitability through customer loyalty
   A CRM system offers virtually every company the opportunity to improve its customer relationships and increase customer loyalty. Central access to customer data and interactions enables customer queries to be processed faster and problems to be solved more quickly. This leads to increased customer satisfaction.
5. More effective marketing
   CRM enables targeted and personalized marketing communication with individual and relevant messages and therefore leads to higher response rates and improved customer retention.
6. Data-backed decision-making
   Customer behavior, preferences, and purchase histories can be analyzed and provide valuable insights. This enables you to recognize trends and establish sales prognoses that serve as the basis for future decisions.

A CRM system is indispensable for a company as of a certain customer base size and complexity. The bigger the company and the customer base, the greater the cost saving that is usually achieved by automating laborious processes.

CRM and ERP (Enterprise Resource Planning, a software system that establishes a consistent database for automating all of the processes that take place in the company) both establish a consistent data basis and link the information that is collected for automating and organizing work procedures.

The difference between the two systems is their objective: While a CRM system strengthens interaction with customers and supports the front office, ERP controls and manages business processes across departments and therefore the back office. Whereas CRM therefore manages processes and interactions concerned with acquisition and customer support, an ERP system can be regarded as a full solution for managing, controlling, and analyzing business processes. Depending on the company’s structure and size, a combination of both systems is sensible.