Known as Customer Relationship Management (CRM), this capability extends far beyond contact and sales activity management, challenging many traditional attitudes in sales, marketing, service and customer information management. It represents a transformation in the way companies engage with their customers.

While there are many definitions for CRM, at its heart it is an approach that places the customer at the centre of your organisation's universe. Once you make this strategic choice, there are many options on where to begin the effort and how to build the organisational capability that will provide a comprehensive understanding of each customer.

Some examples of how we have assisted our clients to better understand and improve their customer relationships include: Customer engagement analysis and modelling. Business requirements and analysis for CRM. CRM organisational change programs. Market segmentation, analysis and planning. Sales, marketing and opportunity management process improvements. Account planning workshop facilitation. Customer and Partner value analysis.