CRM Project

• CRM Expertise
• CRM Consulting
• CRM Implementation
• CRM Audit
• Technical Support

• What is CRM
• CRM Expertise

• Training agenda
• Training Costs

CRM Expertise

The stage of Expertise provides the examination of the existing customer service processes, the definition of customer’s business peculiarities, the aims to be achieved within the CRM project and the boundaries of this project.

Analysis of the company strategy customer-orientation

• Systematizing the information about the company operational aims
• Describing the company interaction with the contractors
• Carrying out the customer survey
• Analyzing the customer satisfaction level

Analysis of the organizational structure and functions of sales, marketing and service departments

• Carrying out the questionnaire survey of department representatives
• Developing the organizational structure model scheme and its description

Document preparation concerning the current situation in the customer relationships management

• Composing schemes of company’s main business-process models (upper level models)
• Formalizing and describing main business-processes
• Preparing “The Expertise Report” that describes the existing structure & business processes of the company. It consists of business needs and aims in CRM sphere coordinated with the company management along with tasks and success criteria of the CRM project