Customer relationship management (CRM) implementations allow companies to provide improved services to their customers while acquiring new customers more effectively.
Customer relationship management, which is particularly necessary for private companies and public sector organizations providing goods and/or services to a large number of customers, such as telecommunications, financial services, manufacturing, electricity and natural gas retailers, retailing and FMCG allows for improved understanding of customer needs and ensures that these needs are met most effectively through the use of technology.
CRM not only increases current customer satisfaction but also allows organizations to increase their customer base at a lower cost by targeting the right customers and providing cross-selling opportunities.
Organizations must first determine a customer strategy and a supporting work plan in order to ensure that customer relationship management implementations are efficient and provide the most returns. The channels between the organization, its customers and business partners must be integrated with the use of technology and improvement and development areas regarding business processes must be determined.
In Deloitte, our goal is to ensure that our customers maximize their profits by using their resources most effectively.
Recently, marketing is in a fast moving transition period with the effect of increasing customer expectations, rapid progress in information technologies and changing focus of top management to the value added by marketing activities. With the effective customer relationship approach and practices; it becomes possible for companies to create perfect customer experiences for their customers, retain the current customers and add new customers to the current customer portfolio. On the other hand it is also possible to measure the ROI for the investments for CRM activities.
In Deloitte, we look customer relationship management as a customer centric transition period that will change the whole organization to a customer oriented focus, rather than to provide only technology and technological solutions. In this journey, we provide services to our customers in an integrated approach to determine and deploy CRM strategies, introduce and prioritize the activities to be performed, develop processes, organization and practices and support these with the most proper technology with a strong emphasis on shareholder value created with these activities. We propose to increase both the shareholder value of our customers and the value created by our customers to their customers.
Our integrated approach in customer relationship management is further enhanced by our cross functional teams that consist of human capital and technology specialists and our extensive project management tools and experiences.
Deloitte difference lies in our global knowledge and experience, our proven tools and methodologies, industry specific solutions, strong partnerships and experienced staff.
Our customer relationship management services: