CRM, Sales & Service

Structure and Design of Profitable Customer Relationships

Long-lasting and profitable relationships to customers are the key to market success. The needs of customers and their experience with the corresponding promises for service and the company's products are at the focal point. Value-oriented, consistent CRM strategy builds on this understanding. So successful CRM is characterized by conscious design, implementation, and management of all of the interaction with customers. The objective here is to increase the value of the relationship for the company and for the customer.

As it is a crossover discipline, CRM connects various organizational units, business processes, and application worlds. The Detecon consulting portfolio in the area of CRM, sales, and service has a modular structure: it ranges from the definition of the CRM strategy to the selection and design of customized CRM applications and on to the conceptional and procedural design of functional topics. As we do our work, we consider topics centered on customers and interactions such as customer service, sales, and campaign management, the management of customer ties and loyalty, the crossover design of distribution and service channels, and the design of a customer experience which is consistent across all of the points of contact.

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