Many organizations have identified CRM initiatives but do not have a strategy in place to effectively align them with their overall customer strategy. A significant percentage of CRM initiatives fail to deliver on user expectations for a variety of reasons, including:

• Inadequate or nonexistent CRM strategy
• User adoption struggles
• Data management issues
• Lack of business process aligment
• Inadequate training and support
• Unsuitable technology

Customer-centric organizations understand the importance of executing a CRM vision and developing a strategy to fulfill it. Starting with the right strategy, management buy-in and the right technology to support the strategy, CRM is a powerful competitive differentiator.

The Right Approach

We developed a proven approach to help organizations define and develop a CRM Strategy & Roadmap. Our approach is designed to assist in:

• CRM Value Proposition: Helping clients define and determine how an effective CRM strategy creates business value
• CRM Blueprint/Roadmap: Identifying current CRM business capabilities and gaps, defining customer, process, organizational and application architectures and building an implementation roadmap
• CRM Transformation Program: Implementing the CRM strategy, processes, technology and organizational change programs that drive business objectives (e.g. customer retention). Developing a model designed to track, manage and realize business benefits throughout the implementation

The Right Experience

Our experts understand the strategies behind improving the effectiveness of sales, marketing and customer service functions across a wide range of industries including professional services, real estate, insurance and private equity.

The Right Results

Rightpoint CRM experts have helped our clients achieve:

• Management buy-in and sponsorship of the CRM vision and business objectives
• Strategic alignment of CRM with marketing, sales, and service business operations
• Increased customer loyalty through greater intimacy at each customer touch point

In addition to building custom CRM applications, Rightpoint has deep technical experience in many of today’s most popular and most dynamic CRM tools including Microsoft Dynamics CRM and LexisNexis InterAction.