CRM strategy questions you may have...

Why CRM?

As a way to improve bottom line business departments must move away from a transaction based environment to a more customer centric interaction model. Each of these interactions must be treated differently as an opportunity to convert, cross-sell, retain, service, which is not conducted at all or it is being conducted only partially.

Customer interaction records must be tied together within customer centric model, and prospects / customers must be treated differently based on such data across all customer touch points (call center, Internet, channels and include other closely related customer touch point divisions, such as claims or policy owner service interactions.

Differences in customer data availability must not exist, and consistent customer experience must be provided at all times.

The need to integrate this “end to end” interaction process is extremely critical, unifying the current “silo driven” customer data environment. From a customer’s point of view, the interactions that happen at the call centers as well as all other historical activities (e.g. past claims) are all connected, and therefore, the customer should be treated based on this integrated holistic view (e.g. not just on the last interaction).

Approach to the Solution

Firstly, the prospect / customer data, which is scattered across the organization creating silos of information, must be integrated into a single database, creating a unified single view of the customer.

Secondly, the prospect / customer relationship management process must be “operationalized” through the utilization of a global CRM standard package solution, creating process efficiencies and sales opportunities in each of the sales, marketing or service operations.

And finally business departments will be able to leverage the CRM infrastructure that is developed during the very first CRM projects utilizing Centers or Excellence.

• The CRM projects, together with other efforts of your Company programs, must seek to increase revenue (through retention, cross sales) and reduce costs to serve
• Such approach will deliver a CRM solution and bottom-line results to your Company faster, at a lower cost and of higher quality, leveraging on CRM Fuse’s partnership network across USA and our off-shore delivery centers