Customer Relationship Management (CRM)

It is often stated that it is seven times more expensive to acquire a new customer than to keep an existing one. Therefore, to remain competitive, you must understand how to keep your customers longer, grow them into bigger customers, make them more profitable, and serve them more efficiently and professionally. You need to begin to think beyond short term revenue and profitability, and manage your customer relationships as critical strategic assets.

Customers interact with an organisation via multiple communications channels: online, call centers, salespeople, as well as vendors and partner networks. Many organisations also have multiple lines of business that interact with the same customers. The challenge is to make it easy for customers to do business with the organisation the way the customer wants at any time, via any channel, in any language or currency—and to make customers feel that they are dealing with a single, unified organization that recognizes them every step of the way.

Cartesian's CRM services have been designed to help your company maximise customer relationships by seamlessly integrating every department that touches your customers throughout the customer lifecycle, including marketing, sales, customer service, provisioning and billing.

Our Approach

Cartesian will work with you to understand your CRM requirements and recommend the best alternative courses of action for your company to ensure that you are collecting the right data, conducting an effective analysis, and utilising your data effectively to create continuous improvement initiatives.  Regardless of where your company is in the CRM implementation process or what you perceive your needs to be, Cartesian can play a valuable role:

• Do you need a strategic assessment of existing CRM functions? 


• Do you need a more detailed operational assessment of existing CRM functions?


• Do you lack a company-wide CRM process?


• Do you need marketing/retention campaigns?


• Do you want to improve customer care? 


• Do you want to quantify your current customer relationships?


• Are you thinking of an investment in CRM technology? 


• Is your current CRM solution optimised to meet future needs? 

Cartesian has the experience and knowledge to assess your situation and provide tangible and actionable solutions which will give you the information you need.  Our most common assessments include: 

• CRM Functional Assessments – We conduct strategic and/or operational assessments of your current CRM functions. The assessment can be of a specific department or across the entire enterprise. After careful analysis, we offer actionable recommendations to improve CRM functions and practices.


• Corporate CRM Practice Creation – Cartesian’s recommendations will include a design, pilot-test, implementation, execution, and evaluation plan.


• Contact Center Assessments – We will conduct a focused review of your contact center processes to identify improvements to align your customer service, collections and sales operations with your strategic goals.  The objectives include:
  
  
  
  • Control the factors that can escalate your contact center costs
  
  
  • Identify opportunity areas by analyzing your contact center vs. that of your peers
  
  
  • Improve customer satisfaction
  
  
  • Weigh cost-efficiency against other factors such as staffing attrition, complexity, outsourcing alternatives and service quality
  
  
  • Evaluate long and short-term goals


• Customer Research - Conduct primary customer baseline satisfaction, loyalty and retention research and ongoing satisfaction and loyalty tracking.

Cartesian’s multi-phased, process-driven and disciplined approach has been derived from our subject matter expertise and the successful projects we have executed for wireline, wireless, and cable network providers, enterprises, and technology companies. Our Best-in-Class approach integrates communications industry best practices with business process quality standards including eTOM, CMMI®, ISO and ITIL.

Our CRM methodology is driven by four core beliefs:

• CRM is a process, not a product


• Successful CRM offers both qualitative and quantitative benefits


• Effective and profitable CRM is achieved when there is a balance between, what we see as, five CRM functions (technology platforms, processes, people, partnerships/collaboration and data analysis and reporting structures)


• It is customer-centric and relationship driven

Customer Benefits

• Maximized Customer Acquisition Opportunities


• Improved Product and Service Quality


• Maximized Customer Loyalty and Retention Programs


• Optimized CRM Capabilities


• Improved Profitability


• Improved Customer Satisfaction

Cartesian and parent company TMNG Global’s 20 years of CRM processes and systems experience and our in-depth knowledge of CRM technologies will greatly assist in the assessment, recommendation and implementation of changes to your CRM environment. And our many years of OSS/BSS experience support our work by perfectly integrating both aspects into a single transition plan.