Customer Relationship ManagementCRM StrategyBusiness driven relationship management

To drive revenue in difficult economic times, you need to unify your sales efforts, take care of your customers and partners, and make sure that every marketing dollar is spent wisely. You can no longer lure and grow customers with a decentralized approach that inhibits team selling and locks critical customer information in individual silos.

Every one of your customers is bombarded with generic sales messages; to compete effectively, you need to target your marketing campaigns across multiple indicators, and continuously refine your approach based on campaign performance.

It’s impossible to achieve the results you need unless you are effectively leveraging an enterprise Customer Relationship Management (CRM) solution.

Edgewater Technology takes a holistic pragmatic business driven approach to CRM. Our integrated offerings bring the best of business and technical expertise to solve business problems.

CRM Challenges

• Difficulty accommodating unique aspects of your business or industry with CRM

• CRM costs spiraling out of control

• A CRM system that is just another data silo

• Trouble penetrating your top tier accounts effectively

• Multiple people using spreadsheets and databases to manage customer data

• No visibility into your sales pipeline

• Lack of collaboration between sales and marketing

• Inability to measure the effectiveness of your marketing campaigns

• No single source for all customer information

• Problems with user adoption

Level 3

• CRM True Enterprise Solution• Standard Processes• Collaboration with Marketing• 360-Degree View of Customer• Campaigning to Top-Tier Accounts• Integrates with Critical Systems• High-Data Quality & IntegrityLevel 2

• Deployed to Sales• Managing Sales Processes• Fragmented Processes• No Collaboration with Marketing

Level 1• CRM is Expensive Rolodex

Level 0• No CRM in Place• Flying Bling

200 Harvard Mill Square | Suite 210 | Wakefield, MA 01880 | (800) 410-4014 | edgewater-consulting.com | makewaves@edgewater.com

The SolutionEdgewater is a full service CRM partner that can help organizations at all levels of CRM maturity. Our comprehensive expert capabilities enable us to:

• Define a strategy that results in the necessary alignment between strategic goals and operational plans, as well as alignment between all key components of the business

• Treat CRM deployment as an enterprise system with standard business processes, data, and definitions, and integration to critical systems

• Identify organizational risks up front by determining organizational readiness for change and then devising strategies to address this

• Provide best of breed technical solutions

Our CRM Offerings Include:

• CRM Health Check – Current State Analysis

– Sales process and pipeline reporting

– Lead and opportunity management

– Campaign and promotion management

– Data quality of customers & contacts

– Integration with critical applications

– Leverage CRM and industry best practices

– Proof of concept (POC) focused on identified challenges

• Enterprise CRM Roadmap

– Multiple business units and/or departments

– Next generation CRM platform

– Target business processes for sales, marketing and customer service

– Data strategy, including quality and governance programs

– Enterprise Integration strategy

– Reporting and analytics strategy

– Change management and organizational readiness

– Phased deployment plan

• CRM Implementations

– Deploy on-premise or online model

– Define and implement target CRM platform

– Product configuration/xRM design and development

– Integration with critical/legacy enterprise applications

– Data quality, conversion, and management, including de-duplication of customer data

– Custom application development

– Program and change management

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