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CRM Strategy (Value Architecture)
Deloitte Consulting LLP

CEOs today want to understand the real impact CRM will have on their companies before they make major investments. And with good reason. It wasn’t long ago that companies were spending millions on CRM technology based on little more than blind faith. They hoped their investments would lead to improved customer satisfaction and customer interactions, eventually improving both the top and bottom line.

Those days are gone. Too many large investments with too few demonstrable results have left senior executives wary of spending more money without first seeing a direct link to shareholder value creation. They’re demanding to know how real results will be measured against anticipated benefits.

Getting Results that Matter
Deloitte can help you navigate through the challenges of establishing a CRM vision, gaining support across the organization, and implementing a CRM solution that meets or beats budget and time targets. The benefits are yours to reap:

  • Create shareholder value resulting from an established balance of value both to and from the customer.
  • Focus resources on key improvements that make the most difference due to a newfound understanding of what your customers will pay for.
  • Align CRM with your go-to-market strategy by integrating your business people with your technology specialists.
  • Increase the value of CRM investments by focusing on a small number of key improvements.
  • Give customers what they value most, identified from research efforts that increase your knowledge of your customer.

Our Approach
CRM investments made wisely can create tremendous value for a company, and developing a solid, fact-based CRM strategy is the key first step to realizing that value.

We can help. We combine deep strategic and operational capabilities with extensive implementation experience to develop value-based, executable strategies. These strategies provide our clients with the foundation for achieving results that matter.

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