Cambridge-based Hewson Consulting Limited (HCL) has collated 700 examples of CRM projects Ð a landmark view of CRM throughout industry. The database includes contributions from many geographical regions and all significant CRM vendors.
HCL aims to capture sector-by-sector generic CRM processes, and create a library of global best-practice. Director Nick Siragher says, "Achieving this will require the creation of some 5,000 business processes, covering Marketing, Sales and Customer service, in both b2b, and b2c, in 'e' and non 'e' variants".
"Creating a Blueprint for CRM Success that is both generic and adaptable enough to meet the needs of different sectors and business dynamics is a huge undertaking, but one we believe is worth the significant investment we are making. Already, by using this approach, we have been able to quickly create unique CRM blueprints for client in sectors as diverse as Agrochemicals, Corporate Hospitality and Telecommunications, and we have many more in the pipeline."
The principle of HCL's 'Blueprint for CRM Success' is to model an organisation's approach to CRM strategy, together with the operational detail necessary to achieve the high level demanded. HCL's Blueprint gives the implementation detail in 10 key areas, including mapping 'Customer Journeys' (B2B and B2C) across CRM processes and identifying areas for management focus.