Client
- A turnkey financial asset management company providing investment products and services to individuals and institutions in 50 countries. They have more than $100 B in assets under management.
Challenge
- CEO had ambitious three year growth plan
- Several systems and processes required a redesign to support growth
- A customer relationship management (CRM) system was one area targeted for improvement
- Company had no CRM strategy
- Management had no understanding of the requirements for a CRM system of the future
Solution
- Interviewed senior management and conducted workshop with key management and staff
- Reviewed best practices and common reasons for CRM failure
- Formulated a vision for the CRM system needed in the future
- Assessed current customer driven strategy and CRM implementation today
- Identified and prioritized gaps between the CRM vision and the client’s current reality
Client Results
- Consensus around a vision for the company’s CRM
- Clarity around which customer driven objectives CRM must support
- Specific, practical and achievable strategic initiatives for next 12 months
- Detailed action plans and milestones to guide actions
- Clarity around challenges to CRM implementation and recommendations on how to address them