CUSTOMER RELATIONSHIP MANAGEMENT (CRM)
Meaningful Customer Relationship Management (CRM) consists of strategy, analysis and technology to ensure your organization has the direction, insights and capability to grow and sustain a customer network.
For more than 20 years PCG has helped companies balance people, process and tools to identify and implement optimized CRM solutions.
WHAT IS CRM?
EXPERTISE • CONSULTING • SERVICES • SOLUTIONS
CRM is an acronym for customer relationship management and is a phrase used to describe all aspects of front-office activities that a company performs on behalf of their customer. It is primarily a business strategy that helps companies not only win new clients and increase profitability, but also ensures excellent service, high customer satisfaction, and a better understanding of those they serve.
While there are many providers that can help organizations with the implementation of CRM technology solutions, a technology-centric focus can lead to missed requirements, poor customer experience, and expensive unused features costing you time and money.
PCG bridges the gap between business and technical solutions, ensuring that the result not only meets your customer’s needs , but is also positioned for growth and relevance into the future, maximizing your investment.
HOW CAN PROJECT CONSULTING GROUP HELP?
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Inform & Advise
Coach the organization and the employees who carry out personal information processing of their GDPR obligations.
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Monitor Compliance
Track compliance gaps and manage associated risks. Prioritize remediation activities including awareness campaigns, training, and implementations.
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Oversee DPIAs
Provide advice where requested regarding data protection impact assessments and monitor performance.
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Regulator Engagement
Act as the point of contact for the supervisory authority as needed.
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800-731-7153
Customer Relationship Management (CRM) consists of balancing strategy, analysis and technology to ensure your organization has the direction, insights and capability to grow and sustain a customer network.
For more than 20 years PCG has helped companies balance people, process and tools to identify and implement optimized CRM solutions.
PCG has the knowledge and experience you need to navigate the entire CRM landscape, from assessment and selection to implementation and configuration. Whether you are just starting to investigate the benefits of a CRM solution, or a seasoned CRM user ready to upgrade your customer experience, PCG is uniquely positioned to provide the services you need in your CRM journey.
We packaged some of the more common service offerings below, although PCG will provide a tailored service to meet your specific business needs. These tailored offerings may cover one or more of the CRM components. If your need is related to CRM, we have you covered.
CUSTOMER RELATIONSHIP MANAGEMENT (CRM)
The global threat environment has intensified resulting in business continuity, disaster recovery, crisis management, and emergency response becoming an area of focus for board of directors, executive leaders, clients, customers, and regulators. This increased focus has resulted in greater maturity and heightened expectations around response, recovery, and communication capabilities.
Business continuity management identifies these potential threats and impacts to your business, creates the organizational resilience and recovery capabilities for an appropriate level of response, and safeguards the interests of your customers, employees, reputation, and value. Potential threats include items such as natural disasters, technological failures, data breaches, human error, fire, terrorism, lawsuits, misconduct, acts of violence, labor action, or drop in share price.
There are multiple components encompassing a robust business continuity program, in addition to several ancillary items such as event/incident management, disaster recovery, crisis management, and emergency response. The terminology used within industries, by regulations, and across vendors is inconsistent at best, so we recommend focusing on the components rather than debating the nomenclature. Below are the components.
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CRM COMPONENTS
YOUR COMPLIMENTARY DISCOVERY SESSION INCLUDES:
Dedicated time with a PCG CRM Expert
A review of your CRM current-state and desired future-state
A roadmap outlining your goals and strategies
OR
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EXPERTISE • CONSULTING SERVICES • SOLUTIONS
CEO of a Global Manufacturing Company
PCG has done an excellent job at leading our multi-year project.
Manager at a Government Agency
PCG is very professional and has a broad range of abilities. They took great care to identify the help needed.
PCG did a tremendous job with our project. They built a strong rapport with the business owners, which helped create trust and confidence.
Manager at a Multinational Bank and Financial Services Company
- VP of an International Agricultural and Food Company
I wanted to reach out to PCG and say thank you for a job well done!
VP of Fortune 500 Bank
I can’t express how much I appreciate the leadership and guidance PCG provided to our program.
PCG was excellent in defining and implementing the framework that has helped provide significantly improved governance and transparency.
Director of Mid-Market National Retailer
Manager at a Fortune 500 Financial Services Company
I want to make sure to recognize the great work PCG did on the project, you have certainly surpassed my expectations.
Director at a National Insurance Corporation
You have no idea how nice it is to hand off something like this to someone you know will stay on top of it and communicate progress. Great job.
PCG has been a great partner to us and if we need consulting help, we reach out. Thanks!
National Health Insurance Company
Customer Journey Mapping
How do you engage with your customers, prospects, and market today? A solid understanding of your customer core competencies and the capability gaps you must close is paramount to choosing potential CRM solutions. Knowing how your customers behave in the market will lead to moments of truth in their journey, which will bring clarity to your objectives, aiding the selection of a CRM that will help facilitate your customer relationships.
BI and Data Management
Managing centralized data helps your business improve customer experience, satisfaction, retention and service. It’s a business strategy that helps you to both better understand and retain your customers. It also helps you provide excellent customer service, win new clients and increase profitability. An effective CRM solution manages your business records throughout their life cycle, while giving you the ability to effectively access it in a secure, usable form even for people with little to no experience working with data.
Technology and Cost of Ownership
The total cost of ownership, or TCO, includes the purchase price of the CRM solution, plus operating costs over its lifespan which gives you a way of assessing the long-term value of the solution. Considerations include third party license requirements, solution upgrade frequency, underlying technologies, and end of life support.
Cyber Security
Whether the solution is SaaS, on-prem or cloud-based, securing your customer and organizational data assets must be at the forefront of any CRM selection process. Now more than ever applications need to have up to date, sophisticated protocols to protect your assets from cyber attacks and security breaches which can damage your firm’s credibility and impact future sales.
Vendor Evaluation / Management
The skill in evaluating vendors is to collate all requirements and business objectives collected, and apply rank and weighting criteria to each. Some considerations include Price and Delivery, Financial Stability or Risk, Environmental Impact & Philosophy, Quality & Performance, and potential for long-term relationship.
PCG, utilizing their expertise, will provide you with a thorough, objective analysis of the various offerings, giving you the confidence to select the solution that meets all your goals, and provides a solid return on your investment.
Roadmap Development and Transformation
Utilizing PCG’s A.R.T.S (Assessment, Roadmap, Transformation and Scaling) program PCG outlines the steps, and resources needed to take the initiative from your vision to reality. PCG has the expertise to help you develop a roadmap to success as well as drive the transformation through alignment of implementation resources, preparation of leadership through training and mentorship, and facilitation of team organization and education, positioning your organization for high-performance results.
Provide Top Talent
PCG employs subject matter experts and leaders across all areas of CRM.
Deliver Tailored Approaches
Every organization has unique challenges and demands that require flexible service offerings.
PCG solutions balance people, processes and tools to help drive change and stakeholder alignment.
Drive Organizational Change
"PCG did a tremendous job with our project. They built a strong rapport with the business owners, which helped create trust and confidence."
- Director at a fortune 500 Bank
& Financial Services Company
IIBA Premier Sponsor
Fast 50 Company
PMI Corporate Partner
Project Consulting Group
Other Services
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800-731-7153
VALUE ASSESSMENT
This assessment is focused on common challenges and obstacles and organization experiences when not seeing value from their efforts. This assessment targets high value areas for improvement.
GAP ANALYSIS
This service analyzes the current-state to identify gaps and actionable recommendations. We offer two versions; an accelerated approach for scoping and a deep-dive approach for planning purposes.
MATURITY ASSESSMENT
This service assesses the degree of maturity across the components. The results are mapped to a capability maturity model including the findings, level designation, and maturity improvement roadmap.
ASSESSMENTS AND AUDITS
CAPABILITIES AND SOLUTIONS
THIRD PARTY SOLUTIONS
This service analyses current practices, and the development of a right-fit, risk-based capability to ensure that the client can validate that their vendors or third-parties follow appropriate organizational and technical best practices. It’s commonly used by organizations with informal, burgeoning or maturing vendor management programs that lack CRM subject matter expertise.
DELIVERABLE BASED SERVICES
This service provides companies the ability to outsource operational components of CRM solutions with the goal of attaining higher or equal value at a lower overall support cost. Ancillary benefits include improving the core business focus, freeing up internal resources, and gaining access to world-class resources and capabilities.
AWARENESS AND TRAINING
A service to perform effective awareness and training to maximize your value and minimize cost. The best-in-class programs create awareness and training for executive response, role-specific training, and general employee education.
RESPONSE SOLUTIONS
Effective programs leverage tools to help capture, analyze, and activate responses. This service identifies and implements the right tools to maximize value. We are technology agnostic, meaning we are unbiased towards the use of different tools and solutions to solve different problems and believe there is no ‘one size fits all'.
MANAGED SERVICES
A.R.T.S. PROGRAM
This service provides end-to-end transformation services including Assessment, Roadmap, Transformation and Scaling. The team includes strategic advisers, practitioners, and project oversight.
IMPLEMENTATION OUTSOURCING
This service provides an opportunity to outsource the implementation or remediation of CRM solutions. The team includes the required resources such as strategic advisers (senior practitioners), project oversight resources (program/project management), supporting team members (analysts, subject matter experts) and applicable third-party vendors.
CORE TEAM MEMBERS
MANAGEMENT CONSULTANTS
PCG employs program and project managers that will help drive your CRM Selection project to completion. Out consultants bring a deep understanding of project management and years of experience leading projects. Their strategic and tactical knowledge allows them to seamlessly oversee the scope schedule, budget, risk and quality.
STAFF AUGMENTATION
PCG employs a staff of architects, analysist, and subject matter experts that play a key role in overall project success. This service provides organizations an avenue to tap into these resources to help deliver the project. Our team members will facilitate the collaboration leading to solutions for your most complex challenges.
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CRM is an acronym for customer relationship management and is a phrase used to describe all aspects of front-office activities that a company performs on behalf of their customer.
It is primarily a business strategy that helps companies not only win new clients and increase profitability, but also ensures excellent service, high customer satisfaction, and a better understanding of those they serve.
While there are many providers that can help organizations with the implementation of CRM technology solutions, a technology-centric focus can lead to missed requirements, poor customer experience, and expensive unused features costing you time and money.
PCG bridges the gap between business and technical solutions, ensuring that the result not only meets your customer’s needs , but is also positioned for growth and relevance into the future, maximizing your investment.
PCG has the knowledge and experience you need to navigate the entire CRM landscape, from assessment and selection to implementation and configuration.
Whether you are just starting to investigate the benefits of a CRM solution, or a seasoned CRM user ready to upgrade your customer experience, PCG is uniquely positioned to provide the services you need in your CRM journey.
We packaged some of the more common service offerings below, although PCG will provide a tailored service to meet your specific business needs.
These tailored offerings may cover one or more of the CRM components. If your need is related to CRM, we have you covered.
ELEMENT 1
ELEMENT 2
ELEMENT 3
Elements Included
ELEMENT 4
ELEMENT 5
ELEMENT 6
and more
Full toolkit developed and refined over years of DOMAIN consulting experience
Enables seamless transition from assessment to roadmap, remediation, and ongoing management
Available for all clients that leverage PCG's DOMAIN post-assessment services
PCG DOMAIN Toolkit
A comprehensive toolkit to manage CRM assessment, remediation, and transformation
Get access to our proprietary toolkit containing all of the templates and artifacts used by our consulting teams when managing and maintaining DOMAIN.
OPERATIONAL OUTSOURCING
This service provides benefits including improving the core business focus, reducing employee workload, and gaining access to world-class resources and capabilities. Companies engage this service to attain higher or equal value at a lower overall support cost.
Project Consulting Group