Customer Relationship Management

Developing a Winning Performance with Customer Relationship Management
Many companies who embrace Customer Relationship Management have no one single strategy. They are pushed into CRM by a compelling business problem or by a series of customer relationship issues. Marino Associates can assist you in assessing your current organizations CRM readiness and we will assist you in developing the information required to affect the appropriate CRM change. Marino Associates will design implementation strategies and outline the different approaches that will result in excellence in CRM.

CRM has been showered with hype from vendors and technology analysts. As a result, companies are selecting to implement CRM without a complete assessment of need. The failure rate without this complete and comprehensive assessment of your company's needs, results in over 50% of all CRM implementations failing to achieve stated goals.
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CRM Strategy
Companies that succeed in the implementation of CRM and change the way their companies manage customer relationships have not only invested in software, but they have embraced a strategy that re-engineered the company through-out the entire quote to cash value chain. This strategy should address the following:
  • Define Customer-Centric Strategy
  • Develop Metrics and Dashboards
  • Align CRM Strategies with cross functional objectives
  • Value Map and Redesign all work processes that contribute to CRM
  • Utilize the latest Technology as an enabler to CRM

Path to Excellence Program
Simply put successful CRM is a painful, fundamental change in how a company is organized and managed. Marino Associates CRM PATH TO EXCELLENCE PROCESS begins with:
  • Half day Executive session on CRM Strategies
  • Two Day CRM Seminar (All Key Managers)
  • Detailed CRM Assessment (Typically 2-3 day event)
  • CRM Formal Assessment Report
  • CRM Design Phase
  • CRM Implementation

Design Phase
During the Design Phase we will utilize comprehensive value mapping to review all processes, together we will learn about your key customer's needs in order to develop a stronger relationship with them. It will foster the creation of customer partnerships. We will review internal business process such as:
  • Sales
  • Customer Service
  • Manufacturing
  • Distribution
  • Transportation
  • Marketing
  • Finance
It is becoming more and more difficult to stay ahead of the competition solely through product leadership. Products are blending and becoming commodities. It becomes obvious that every business in an industry can't compete using the same cost/price model. Therefore it is critical that a company concentrate on Customer Retention and New Customer Acquisition. Let Marino Associates assist you in redefining what CRM means to your company and let us help you make Customer Relationship Management a priority strategic goal.