Holistic Customer Relationship Management

Simbolo del cuore fatto da una striscia di luci led tenuto da una mano di una ragazza di fronte al cielo sfuocato. San Valentino concetto.

Customer Relationship

Subline

Customer Relationship Management for your company

Sustainable Customer Relationship Management consists of many basics. At the heart of it is the CRM system, which no longer serves merely as a customer database but also controls sales, service and marketing activities, creates reports and automates customer processes. In doing so, strategies can be optimized or developed and used from scratch not only for acquiring new customers but also and in particular for supporting existing customers.

Excellent and intelligent Customer Relationship Management to make use of Up-Sell and Cross-Sell opportunities with existing customers is up to five times faster and more cost-effective than acquiring new customers. Consulting on the design and technological implementation of an excellent and modern Customer Relationship Management with all its dimensions is the core competence of ec4u.

News

2. July 2020

Sustainability Week 2020: Time for Reflection

15. June 2020

Veeva Preferred Partner status for DACH region

“In the past, people used to say, “With CRM, I tell the customer what to do”. It was decided from within the company, or “inside-out”. Today you have to go the other way, “outside-in”, starting with the customer, which is why customer journey management is so important.”

Mario Pufahl, CSO ec4u

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Strategic and Technical Consulting

We provide you with competent and interdisciplinary support, individually tailored to your business processes. Use Data Analytics to clearly communicate and adhere to your company goals across all business areas.

Evaluation and Selection

We support you in the evaluation and selection of CRM solutions, CRM manufacturers, and IT service providers. With our tried-and-tested evaluation method, we ensure that the individual requirements of your company and your industry are taken into account.

Technical Conception

Whether it’s customer recovery or complaint management, campaign management or sales support: we provide you with strategic and technical advice so that your company can successfully differentiate itself and secure competitive advantages.

Customer Journey Management

The customer-centered orientation of your business processes plays a major role in strengthening customer relationships in the long term and winning new customers. We help you to define and implement customer experiences at key contact points, right up to the development of an integrated management system.

Implementation

With our technology partners Salesforce, Microsoft and Oracle, we rely on proven and secure solutions. Our certified consultants support you during implementation and apply best practices from years of experience with industry know-how.

Migration and Change

Do you want to change your old system? We will accompany you and help you transfer data securely, ensure interfaces and optimize processes. We use agile project methods to react flexibly to requirements and challenges.

Delivery Model Nearshore/Offshore

Our Build-Operate-Transfer model offers a fast, uncomplicated entry with attractive scaling options. Build a strong DevOps shop with a cost-focused setup in Europe.

Innovative Change Management

Whether you need support with an initial idea or a complex project plan, we have the right method kit for you (FAST TRACK, Design Thinking, Focus Group Concept).

““ec4u expert consulting AG stands for rapid results. We were able to quickly apply a field-proven methodology to analyze and document our CRM processes and implement them for rigorous compliance with our privacy policy.””

Lilly Pharma Use Case

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CRM Migration

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What do companies want and need from CRM systems?

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CRM-Framework

The framework for CRM best practices provides an overview of the business and technical aspects that need to be considered when implementing CRM projects.
It represents the overall cycle of a project horizontally, starting from a product-neutral strategy view, through the CRM core processes that are close to the system, to the measurement of the impact of CRM. On the vertical plane, the framework describes the most important layers between infrastructure, the employee as the main user of CRM, and the end customer, and visualizes the technical and business issues to be considered, such as the actual technical implementation of the channels for interaction with the customer. The CRM framework also describes the complexity of the interaction of individual topics. CRM only functions as a whole if all the building blocks are given the necessary attention and a corresponding harmony between the elements is achieved.

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CRM for B2B or B2C: customer management matters everywhere

CRM in B2C: Customer Journey Management

Creation of a convincing customer experience

Deep integration into various digital channels

Distribution through e-commerce

Process-specific nurture flows and sales processes

Individual and automated content

Intelligent reporting with the goal of data-driven optimization of marketing budgets, journeys and channels, ideal budget investments, and increased Customer Lifetime Value.

CRM in B2B: Sales process optimization

Alignment of marketing and sales

Cross-divisional lead management 

Lead scoring and predictive forecasting (potential, planning reliability, investment decision)

Distributed working and collaboration

Internal process automation to increase efficiency

Comprehensive reporting (action dashboard) to proactively shape the customer relationship

Deep channel integration to provide customers with an exceptionally productive customer experience