Customer Relationship Management

The development of stronger, deeper relationships with customers is a key source of competitive advantage for many firms in today’s crowded marketplaces. Product leadership or lowest-cost value propositions remain valid sources of competitive advantage, however for many businesses it is customer intimacy that affords them “blue ocean” in their competitive waters.

Customer Relationship Management is more than simply implementing technology. CRM is a business strategy that aligns process, people, technology and information to optimise revenue, profitability and customer satisfaction.

Churchill Capital Consulting has worked with a number of the regions leading customer focussed organisations to assist them in assessing their customer management capabilities and then develop compelling customer experiences that differentiate them from their competitors

Our services include:

Customer Management Diagnostic: Churchill has developed Customer REDi™. – a short, focussed review that baselines the current state of customer management within an organisation and compares it to best practice. Customer REDI™ provides the recommendations on which to build an holistic Customer management strategy and roadmap.

Customer Management Strategy: development of Customer Management vision, objectives, customer management initiatives and measures.

Customer Process Improvement: develop customer experience blueprints, customer charters, customer Service Level Agreements, customer process mapping, moments of truth analysis.

Customer Relationship Management Technology: CRM business case development, business requirements identification, CRM vendor evaluation, CRM vendor selection, implementation project management, implementation business integration, change management.