| Experts
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 CRM relies on trust between business and customer. Consumers are constantly asked for personal information from a wide range of organisations, but who are the industries most trusted by UK citizens to safeguard this data? And which sectors must work harder to earn this trust?
David Jefferies, Marketing Director, Pitney Bowes |  |
How can I reduce the risk of a security breach when a customer calls?
John P. Joseph, VP Corporate Marketing, Envox Worldwide | |
With the advent of huge spam levels, plus restrictions on email marketing from the EU, what is the effectiveness of permission email to customers and to prospects?
Andy Wood, MD, GI Insight | |
How can I better define which inbound leads are more likely to convert so I can prioritize them more effectively?
Paul McConville, Director of Consumer-Facing Services , TARGUSinfo | |
What’s Next for Speech?
John P. Joseph, VP Corporate Marketing, Envox Worldwide | |
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 | Jacqueline Morgan, SM, Public Services CRM group, BearingPoint, Inc. You Asked
In which ways can a consulting firm assist an enterprise in implementing CRM? | | |
The Expert's Answer
The most effective and successful customer relationship management implementations require a depth and breadth of new process, strategy, systems integration and project management experience that many enterprises, certainly those still doing more with less, no longer possess. Typically, firms seeking CRM implementation expertise and guidance look to consultants.
The value of these consultancy firms has moved beyond the conventional norm – that army of fresh-faced employees hyping worldwide best practices and armed with infinite “qualifications.” Today’s consulting firms, fresh from the deep, dark CRM trenches of years past, offer up the value of their implementation failures and successes. As CRM has evolved from single departmental implementations and into a mission critical enterprise application driven by a corporate philosophy, so too have consulting firms evolved from “systems integrators” to experienced, holistic CRM strategy and integration practitioners.
A well-chosen consulting firm will assist an enterprise in implementing the right solution, at the right time, at the best price – and most importantly, for the right reasons. As the CRM market continues to mature, one tenet remains clear. A carefully-crafted CRM strategy is the foundation for success. It provides enterprises the flexibility and road map necessary to navigate change and emerging technologies.
Also, today many consulting firms offer a more flexible implementation approach - having clearly learned that “one size does not fit all.” CRM project and program management has matured beyond single process templates and “big-bang implementations” to provide enterprises more flexible, sophisticated and rigorous methodologies. Consulting firms provide enterprises with extensive experience in operations and data integration. We have learned that even the best of systems will be of little value if the data environment lacks definition, integrity, and consistency and that no CRM initiative will be a success unless CRM processes and tools are aligned and highly utilized by all.
Effective consultancy now balances client autonomy with the inclusive project management techniques designed to counter change resistance and leave intellectual capital resident in the hearts and minds of an enterprise. Clearly not every CRM implementation has nor will meet expectations. Consultants are getting better – better about turning legacy investments into CRM results, better at successfully managing enterprise expectations, better at changing to adapt to the evolution of holistic CRM.
BearingPoint, Inc.
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