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| CRM Leveraging Technology - Bringing Tools & Knowledge To the Point-of-Sale |
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WHY DO CRM SYSTEMS FAIL?
Sales force and service automation was conceived as a way to increase the sales person's efficiency
by delivering fast and easy access to Customer information and cutting down on the "administrivia" or
unproductive time spent in non-selling activities. The reality is that many CRM systems have failed to
meet the expectation. Latest numbers indicate that over 25% of CRM systems fail. The main reasons
tend to center around both poor initial planning and poor downstream implementation and lack of
management support.
WHAT'S TO BE DONE?
THE KENSINGTONHOUSE APPROACH To CRM
We work on three kinds of CRM Challenges:
1. Companies who want to "Get It Right The First Time"
2. Companies who need "CRM TRIAGE" for broken systems that just don't work
3. Companies that want " MORE ROI" on their CRM investment (Continuous Improvement)
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Consulting For "GETTING CRM RIGHT THE FIRST TIME"
Here are the roles that Kensingtonhouse plays in Getting It Right The First Time:
Front End Planning
Implementation & Coaching
The Process can be a complete turnkey service or taken ala carte, depending on the needs of the
client.
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CRM TRIAGE- Fixing Broken Systems
There's nothing more frustrating than having invested serous time an money in a system only to find
that the sales force won't use it. Our approach is a three stage process begins with an in-depth
diagnostic While each situation will differ depending on the "degree of difficulty", our approach
typically contains the following stages:
1. Discovery -
2. Analysis -
3. Recommendations -
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GETTING" MORE ROI" from your CRM Investment
Smart companies know that CRM isn't a software system. It's a philosophy that breeds strategies and
processes designed to manage the Customer Experience in ways that optimize Total Customer
Value. Software's just the mechanism that enables those processes. CRM isn't "once and done", but
a living strategy that's capable of growing and changing with the dynamic needs of the customer.
We work with companies who, though they may have an "acceptable CRM system" in place, know
that they have room to evolve in order to tap the full power of the system to achieve the highest Return
on Investment possible. This involves an in depth Audit of the current situation designed to identify
current strengths and Key opportunities for improvement. Again, the work product results in a series
of recommendations, an implementation proposal and a statement of work.
Sales force and service automation was conceived as a way to increase the sales person's efficiency
by delivering fast and easy access to Customer information and cutting down on the "administrivia" or
unproductive time spent in non-selling activities. The reality is that many CRM systems have failed to
meet the expectation. Latest numbers indicate that over 25% of CRM systems fail. The main reasons
tend to center around both poor initial planning and poor downstream implementation and lack of
management support.
WHAT'S TO BE DONE?
THE KENSINGTONHOUSE APPROACH To CRM
We work on three kinds of CRM Challenges:
1. Companies who want to "Get It Right The First Time"
2. Companies who need "CRM TRIAGE" for broken systems that just don't work
3. Companies that want " MORE ROI" on their CRM investment (Continuous Improvement)
---------------------------------------------------------------------------------------------------------------
Consulting For "GETTING CRM RIGHT THE FIRST TIME"
Here are the roles that Kensingtonhouse plays in Getting It Right The First Time:
Front End Planning
- Developing Base Line Goals, Objectives & Outcome Expectations -
- These form the foundation and basis for benchmarking and measuring success
- Process Mapping -
- Mapping the specific Sales and Marketing Processes to ensure that the system truly
enables the way the company does business
- Functional Specification -
- Defining the specific Functionality of the system to ensure that the system delivers the
right tools and information that enable the Sales and Marketing Processes
- Software/Platform Selection
- Identification and analysis of best fit to accomplish the base Line Goals, Process and
functional enablement
Implementation & Coaching
- Software/Platform Customization
- Embedding the Clients Sales and Marketing Processes along with the data sets
defined in the Functional Specification - Data Population
- Implementation Training
- Designing the initial training program and materials to teach the users how to
- access information and navigate the system
- Using CRM To SELL - Training
- Best Practice training in how to use the system to make selling more efficient and
effective...net net, to Sell More.
- Sales Management - Leveraging CRM to Manage
- Best Practice training in how to use CRM to make a sustainable difference in the
bottom line
- Administrator Training & Coaching
- Development of Business Rules and Policy
- Data Quality Management Process
- Continuous Improvement Process
The Process can be a complete turnkey service or taken ala carte, depending on the needs of the
client.
---------------------------------------------------------------------------------------------------------
CRM TRIAGE- Fixing Broken Systems
There's nothing more frustrating than having invested serous time an money in a system only to find
that the sales force won't use it. Our approach is a three stage process begins with an in-depth
diagnostic While each situation will differ depending on the "degree of difficulty", our approach
typically contains the following stages:
1. Discovery -
- A full situation analysis of the issues and problems that have surfaced from both
Management, the Sales force and other Stake holders - A review of Management's initial goals and objectives and definition of the shortfall
- Input from Management and the Sales Force on their vision and goals for
improvement
2. Analysis -
- A detailed review of the system documentation and functional components
3. Recommendations -
- A set of Fact Based conclusions and recommendations for action
- If appropriate, a proposal and statement of work outlining the implementation of the
recommended action steps
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GETTING" MORE ROI" from your CRM Investment
Smart companies know that CRM isn't a software system. It's a philosophy that breeds strategies and
processes designed to manage the Customer Experience in ways that optimize Total Customer
Value. Software's just the mechanism that enables those processes. CRM isn't "once and done", but
a living strategy that's capable of growing and changing with the dynamic needs of the customer.
We work with companies who, though they may have an "acceptable CRM system" in place, know
that they have room to evolve in order to tap the full power of the system to achieve the highest Return
on Investment possible. This involves an in depth Audit of the current situation designed to identify
current strengths and Key opportunities for improvement. Again, the work product results in a series
of recommendations, an implementation proposal and a statement of work.
GETTING IT RIGHT THE FIRST TIME CRM TRIAGE - Fixing Broken Systems GETTING MORE ROI FROM CRM -"Continuous Improvement" |
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| KENSINGTONHOUSE LTD Sales & Marketing Consultants Strategists Facilitators Implementers Change Agents |