Customer Relationship Management (CRM)

Retaining and growing relationships with existing customers is fundamental to business strategy, yet many organizations, especially in the middle market, lack the processes and tools to obtain and leverage a 360° view of the customer and anticipate customer needs. They struggle with disjointed personal productivity tools and spend too much time trying to join and reconcile customer information that resides in multiple systems.  These businesses know that a CRM tool can address these issues, but they are wary of the 65% failure rate of CRM projects.

The Edgewater CRM practice focuses on the middle market and provides a suite of offerings that can lead these businesses through an incremental approach to CRM that both achieves early ROI and builds on it in subsequent phases.  We are a Microsoft Gold Certified CRM Partner, and have built our CRM offerings around Microsoft Dynamics CRM, which provides an attractive total cost of ownership, extends our customers existing investments in Microsoft technologies, and provides flexibility to meet a wide variety of business needs.We have been successful where other implementers fail because we realize that the keys to successful CRM reside largely outside the boundaries of the software itself. Our CRM project approach addresses the following key tasks in addition to configuring and rolling out the application itself:

• Aligning the needs of the key stakeholders in Sales, Marketing, Finance, IT and Operations
• Incorporating rigorous data cleansing into the initial CRM application load
• Defining a sound data governance framework for customer, product and pricing data
• Reengineering business processes and organizational interfaces to enable team selling
• Designing appropriate and effective integration to financial and other enterprise systems
• Creating and implementing an organizational change management plan to ensure that all users and stakeholders know how to work with the new system
• Keeping all the moving parts converging on the goal of a successful CRM rollout with the guidance of experienced CRM Program and Project Managers
• Leveraging Microsoft Dynamics xRM capabilities to quickly develop automation and workflows that meet critical business requirements
• Leveraging our deep knowledge of Microsoft .NET to design and implement best of breed CRM customizations and integration architectures