Besides intensive one seminar programs, World’s Best Practice CRM is offered through a suite of “mini consulting” projects. All assignments incorporate confidential briefings with internationally acclaimed customer strategist Graeme J. Boorer to scope your business needs, challenges and issues, followed by a written proposal and engagement agreement for review and approval.
This “thinking as a service” approach lets you secure World’s Best Practice CRM! expertise at a fixed, all-inclusive, no risk fee. While each is customized to your organizations’ requirements, typically assignments are “packaged” into the following subjects.
(1) Vision & Strategy Workshop
An ideal way to kick off a new project, this workshop is offered in two formats, namely for (1) Executives & Decision makers or (2) Practitioners & Users. Available in a half-day or full program, participants gain a keen appreciation of why the enterprise has (will have) a CRM, what positive impacts it will have on them and customers, and how they can best participate and support the program.
The workshop helps set expectations and prepares an enterprise for success, while winning “buy in” from participants. Vision and Strategy Workshop fees starts at $7,500 (half day) or $12,500 (full day) and includes a half-day preparatory meeting with your executives to ensure strategic issues and objectives are understood and incorporated in the workshop.
(2) Customer Experience Analysis, Report & Recommendations
A mini consulting assignment, this module involves three days on site with designated executives and customer impacting personnel. It includes a review of “customer” programs and initiatives planned or underway. Report findings and recommendations are incorporated into a final report and executive presentation. Starting from $15,000 Customer Experience Analysis, Report & Recommendations can serve as the agenda for an enterprise Customer Experience program.
(3) Customer Loyalty & Commitment Study
The project reviews past, present and planned customer loyalty programs, initiatives and mechanisms to identify effectiveness, potential improvement or possible enhancements. A more detailed study, the Customer Loyalty & Commitment Study module starts at $45,000 (16 days duration) typically performed over a three-month period.
(4) Master Data Management Review
Focussing on customer information integrity, this review examines how customer details, transactions, dialogue and interactions are being captured and what progress the organisation has made toward achieving a “single view of customer” Master Data Management Review includes electronic analysis and audit of your customer databases to determine data integrity, completeness, duplication and consistency. More importantly, the review includes detailed recommendations on areas that require improvement and the potential business benefits for addressing them. Starting at $35,000 the review can be completed within one month.
(5) Customer Segmentation Study
This study examines current segmentation approaches, their customer and organisational impacts and where improvement or refinements may be made to improve the approach. Typically an eight-day project, Customer Segmentation Study includes detailed “status quo” report, recommendations with associated potential benefits and implementation costs. Typically the study fee is $25,000.
(6) Customer Management Metrics
This full day workshop (also offered as two half days) builds expertise and understanding of performance metrics and how they can be used to increase marketing and customer management program effectiveness. Designed to bring marketing, customer service and finance to a common understanding of means to measure a programs effectiveness both in the short term and long term, the workshop includes customer lifetime value (CLTV) Return on Customer (ROC) Net Promoter Score and other methods used to drive customer initiative effectiveness. Staring from $5,000 ($6,000 if two half days) this workshop will add a new dimension of accountability to customer behaviour investments.
(7) Technology Needs & Requirements
Rather than a review of what current users imagine they need in technology, this study explores how an organisation might utilise current and emerging technologies to better deliver its objectives. A critical early step in evaluating new or replacement CRM, enterprise portals, customer service and analytical solutions, this review and ensuing recommendations, assists organisations chart the technologies needed, potential solutions to be considered and more importantly scopes the business advantages each will deliver. Fees commence at $45,000.
(8) CRM Business Case Development
Gaining project approval and the right resources to deliver it, is a complex and career-endangering project. CRM Business Case Development is a proven approach to defining business benefits, returns, costs, resources, schedules and risks. Objectively it determines how the business can better achieve its revenue, profit and costs objectives and what investment is needed to achieve them.
Key to a CRM Business Case is a cross-functional “champions” engaged and united in achieving success. This two-month assignment helps create such a team, (or invigorates an existing one) and through collaboration and mentoring, develops with them a compelling, realistic and doable business case. Typical fee for CRM Business Case Development is $20,000 plus travel expense.
(9) Social CRM Strategy & Business Case
Social Media is fast becoming the most powerful channel to market and the most dangerous competitive trend to face both B2C and B2B enterprises. How can your enterprise harness “socials” opportunities whilst counteracting its threat? This three week project explores your enterprise and its competitors social media presence and how it is being used, both positive and adversely in your industry. The Social CRM Strategy & Business Case project develops with your designated executives a five-year strategy that charts how your enterprise might best use social CRM to achieve your business objectives. Finally, the project includes a business case, potential costs, benefits and resources and is completed with an executive presentation to senior management. Fees for the project start at $27,000 plus travel expenses.
(10) Channel Study & Recommendations
To remain competitive, in addition to Sales Force Automation (SFA) businesses deploy additional channels to market. E.g. retailers add online, B2B support field sales with call centres and partners and distributors augment direct sales.
Ensuring often diverse channels to market create a positive customer experience, achieve enterprise goals and work cohesively with each other without conflict, cost duplication or other negative impacts, is a daunting challenge. This study examines your current approach, scopes customer “touch points” and produces written recommendations on how potential enhancements can better serve your objectives. Fees for a typical two-month project are $35,000 plus expenses.
