Customer Relationship & Contact Center Solutions
An area of particular opportunity for most businesses is Customer Relationship Management (CRM), especially in the space around Customer Contacts. Proactive companies have determined that rather than reduce CRM spending, they will be the ones who invest as much, if not more. Why are they doing this? Because the perceptive companies are the ones who recognize that the customer experience is one of the last remaining competitive levers left in the arsenal that can address revenue, customer satisfaction and expense in one approach. It is particularly important to recognize that improving the Customer interface process is a target rich environment where there are many improvement opportunities to choose from.
Customer and Contact Center management is a particular strength of Principles Group. This solution area plays extremely well for our clients by being fully integrated with our Change & Integration Management, Benefits Realization and Data Management solution practices.
The key is to know what opportunities & actions will provide a return. The best way to accomplish this is to secure the needed experience on what needs to be addressed and then focus upon how to get the work accomplished. Most CRM approaches take on too much and often result in subpar results. Instead, we help you determine what the key business levers* are to achieve benefits and then work with you to successfully implement the solution. Given our expertise in Benefits Realization and in helping many large and medium sized companies achieve success, we help ensure all spending needs will be cost justified. Equally important, we have the the breadth and depth of experience to help you to develop a Customer Contact Strategy, manage the business change and execute specific implementation projects as we have done with other Mid-sized and Fortune 500 companies.
A listing of our Customer solution areas of expertise:
- Customer Contact Strategy Assessment & Approach
- Customer Contact Strategy & rules for engagement (How customers contact Co. & how Co. contacts customers)
- Customer Relationship Management – CRM
- Database & Interactive Marketing
- Competitive Analysis/Assessment
- Governance for initiatives and ongoing processes
- Customer Operations Planning & Tactics
- Call Center Operations Strategy, Consolidation & Execution
- Customer Satisfaction Results & Analysis
- Customer value chain outsourcing, off-shoring and co-sourcing
- Billing Integration & Execution
- Self Service
- Call Center Operations Support/Logistics (business of running a center)
- Hiring & Training Practices
- Training Design, Delivery & Support
- Business Performance & Metrics
- Technology
- Call Center
- Company Wide
- Network, Hardware, Software, Applications, Tools
- SAP/EA Change Integration & Execution
- SAP/CRM Module Implementation
* International Data Corporation (IDC) indicates that… “Customers are, however, shifting priorities from strategic, long-term projects to shorter-term projects with clear efficiency focus. We see many organizations investing in sales force automation, ecommerce, internet-based marketing, loyalty management, and customer self-service during this crisis as a way to bring down the cost of doing business.”
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Global Medical Device manufacturer needed process and organization Change Leadership & Integration to manage SAP implementation across 3 continents and 40 international sites. PG helped enable a smooth transition to new SAP solution, eliminate business risk, and achieve operational benefits by utilizing a pragmatic change management approach that fully engaged key personnel throughout the process. -
Major global telecommunications company required revenue lift through better customer targeting and improved advertising to sales integration. PG started with a detailed database capability gap analysis, defined opportunity areas, identified significant revenue list opportunities and developed data opportunity prioritization model. -
A leading Consumer Products Company company needed to get more value from their SAP platform in various stages of completion across the globe. PG first established a common approach to managing SAP implementation business change & benefits realization. By discovering a number of key improvement opportunities, PG moved forward to improved use of current production systems & management reporting resulting in reduced costs & effort of key personnel. -
For a major Wine and Spirits Importer and Distributor, PG developed and delivered process improvements and established technologies enabling sales growth through global supply chain expansion into newly acquired brands. Additional objective to improve operational efficiencies, optimize inventory levels and minimize transportation costs were achieved as well.