Customer Relationship Management (CRM)

Individualisation of services and increase of performance

Today, customers increasingly demand individual services, adapted to their requirements. Thus, the underlying processes become more complex and lengthy. In a nutshell, it is today necessary to align the business processes with customers' demands in an efficient and effective way. A misunderstood customer orientation ("doing everything for the customer – no matter at what costs") leads to an explosion of costs in many companies.

Customer Relationship Management
Customer Relationship Management

A company, simplifying its processes, defining responsibilities clearly, identifying and eliminating double work, usually cannot only increase its performance but also its quality and decrease costs at the same time. Therefore it is especially important that sales, service & marketing follow an integrated, customer and market oriented approach when optimising the customer relationship management,

From feasibility studies up to measurable results

J&M supports companies in consistently aligning themselves to their customers and markets. This demonstrably helps to leverage performance potentials:

  • Identification, assessment and prioritisation of action fields within CRM
  • Analysis of strategy, organisation, processes and IT from the perspective of feasibility of a CRM implementation
  • Identification and analysis of business processes which are CRM relevant and deduction of redesign measures
  • Full implementation of CRM processes and CRM systems in connection with call centre and mobile sales solutions
  • Analysis of existing CRM solutions to identify approaches to increase efficiency
  • Optimisation of usage and filling of the iBase (installed base) in the CRM system
  • Redesign of IT systems based on J&M best practices

J&M successfully supported many clients with this integrated consulting approach and reached sustainable improvements:

  • 30-% cost savings and 20-% increase in turnover by targeted usage of comprehensive customer knowledge e. g. for cross-/up-selling measurements or marketing measures against customer churn
  • Increased customer and sales channel value by up to 20-%
  • Increase of iBase usage by 100-% as well as an improved use of customer potential by 50-%
  • Increased performance transparency and controllability of organisations
  • Long-term buy-in of management and employees
  • Successful implementation of CRM systems in time and budget
"The many years of successful collaboration with J&M and the high quality of their consultancy services, in both commercial and technical questions, have been crucial factors for us in the successful completion of this ambitious ramp-up project."

Werner Trunz, Senior Manager in Charge of Internal Organization and Information Systems

Sto AG

Contact Sales, Service & Marketing

Christoph Kilger Dr. Christoph Kilger
Managing Partner