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Taking a close look at your CRM processes

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Why a CRM process analysis is important

Efficient, well-coordinated processes are crucial for the success of CRM (Customer Relationship Management). Without a systematic process analysis, inefficiencies, media breaks, and redundancies can sneak in, causing costs and contributing to customer dissatisfaction. Through a thorough analysis of your CRM workflows, we create transparency, identify optimization potentials, and pave the way for sustainable CRM improvements.

What a CRM process analysis is

CRM process analysis is a systematic examination of existing CRM processes within a company. The goal is to uncover bottlenecks, inefficiencies, and areas for improvement. This involves cross-departmental analysis of existing processes and their integration with CRM systems, as well as the development of target processes that ensure fast, highly automated process flows.

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Typical challenges in CRM process analysis

Where are inefficient or redundant processes located in my company?

Inefficient or redundant processes often arise from legacy structures and a lack of standardization. We analyze your current CRM processes, identify redundancies, and then develop more efficient workflows for your CRM.

How can I increase throughput times in my company’s CRM processes?

High throughput times are often caused by media breaks that require manual activities and result from a lack of process digitization. Therefore, we not only analyze your CRM processes but also take your system landscape into account to optimize your data flows for seamless CRM operations.

What role do digitization and artificial intelligence play for CRM processes?

Digital tools and artificial intelligence enable the automation of your CRM processes. Therefore, we consider not only your existing system landscape but also design a CRM target architecture that incorporates modern technologies, allowing you to fully digitize your CRM processes.

How can I increase customer satisfaction through a CRM process analysis?

Customers expect fast, smooth, and transparent processes. We analyze your CRM processes not only from an internal company perspective but also from the customer’s perspective. This enables us to design customer-centric CRM processes that are efficient and digitally supported.

How can I optimally prepare my employees for new processes?

Training your employees ensures a smooth implementation of new CRM processes. Therefore, we develop training programs that accompany the implementation of your processes to guarantee sustainable change management.

Our approach to conducting your CRM process analysis:

Strategic CRM target vision

Definition of your CRM goals in line with your company strategy to establish a target state for your CRM processes

As-is process analysis

Recording and documenting existing processes through interviews, workshops, document and system analyses

CRM process gaps

Identification of inefficiencies, bottlenecks, and media breaks that lead to process gaps

CRM target processes

Development of optimized process structures considering the strategic target vision and leveraging automation potentials

CRM standard processes

Definition of efficient and highly automated standard processes for your CRM

CRM process implementation

Support in implementing CRM processes and training your employees

Your added values – the result of our consulting:

Objective and cross-departmental evaluation of your CRM processes
Reduction of inefficient CRM processes and faster throughput times
Increased productivity, more transparency, and better control over your CRM
Higher customer satisfaction through seamless CRM processes

Analyze your CRM processes with us!

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