We believe CRM has one simple definition. It's a comprehensive strategy that places your customers at the core of everything you do. The challenge comes from how to make this work.
When evaluating CRM strategy, the Revere Group starts by asking the following three questions:
- Do you understand the economics of each customer?
- Do you understand which customers require your immediate attention, or should be divested?
- Do you have the tools to quickly and correctly answer questions 1 and 2 on an ongoing basis?
Implementing CRM successfully requires a delicate balance of operational, analytical and collaborative efforts that can challenge even the best of organizations. However, when it works, the results can be spectacular.
Whether your CRM strategy calls for integrated IVR algorithms, data mining, individualized marketing or simply automating your rolodex, The Revere Group can help you to identify the proper strategy and implement it successfully.
Clarity Workshop
Using a blend of facilitation techniques and interviews, our Clarity Workshop offers a unique and iterative approach to assist you in formulating the CRM vision for your organization. We begin by analyzing your "current state" with respect to day-to-day activities, roles, training and support structures and communications. From there, the focus shifts to deriving your "future state" by defining the process improvements, key efficiency drivers, information needs, technology enhancements and change drivers that are necessary to move your organization towards the future state.
Business Process Optimization
Once your strategic goals are clearly defined, The Revere Group has extensive experience analyzing and implementing gaps between current and best CRM practices that best suit your organization's needs.
Organizational Alignment and Change Management Solutions
Well coordinated change shortens and lessens business disruption and enables organizations to achieve higher CRM performance faster. The Revere Group's Organizational Change Management professionals have the expertise and experience to help your organization successfully sustain, integrate and institutionalize the changes that come with effective CRM. Our approach has been effectively applied in technology implementations, process improvements, organization realignments, skill retooling and business cultural shifts.
Package Selection & Rapid Package Implementation
Without the right technology tools, even the best CRM strategies are little more than exercizes in frustration. The Revere Group can help you find and select the right software and hardware to support your CRM strategy and processes. We use unbiased, structured selection methodologies to assure a good fit between the technology solutions and your requirements.
In addition, we also have a solid track record when it comes to implementing large enterprise-wide package and custom solutions. Our approach has been incorporated in fast-track methodologies designed to help our clients achieve an accelerated return from their technology investments. In addition, we place an emphasis on co-management and knowledge transfer on all of our engagements. Our primary goal is to ensure that your staff is capable of supporting the system once The Revere Group is no longer a part of the landscape.