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Overview

Business & Decision is a full service provider of Customer Management strategies and solutions. We are committed to creating efficient and profitable relationships between you and your customers and business partners.

Today, companies are fundamentally shifting the way they do business. A diversified, empowered and informed customer base (the "socialization" of CRM) is forcing organizations to be truly customer-centric in their operations. For those that started the journey but stopped at merely being "customer aware" within their product-centric approaches, completing the task by focusing on the customer experience is necessary to survive and differentiate in markets that are ever accelerating towards product commoditization. For those that have yet to begin, the time is now.

The reward of investing in Customer Management strategies and solutions is substantial and varied across all areas of your organization. From top-line growth via more effective interaction strategies to operational efficiencies and cost reductions that improve your bottom line, Business & Decision can help you with:

Customer Acquisition

• Increase performance of marketing activities through better targeting, improving response volume and accelerating response qualification
• Improve sales performance through coordinated messaging and reduction/acceleration of "low-value" activities for sales organization (e.g. customer investigation/preparation)
• Transition customer service offerings from cost centers to revenue generators by incorporation of cross-sell/up-sell opportunities within the lifecycle of the customer relationship

Customer Retention and Satisfaction

• Reduce customer attrition through increased customer satisfaction and proactive detection of attrition likelihood
• Increase revenue performance of customer relationships (e.g. DSO reduction, whitespace targeting)

Operational Cost Reduction

• Reduce marketing spend due to focused targeting and iterative performance measurement
• Align customer servicing costs based upon requirements to deliver the expected experience (and to maximize profitability of the relationship)
• Reduce overall IT solution cost via systems consolidation (transaction/process standardization), outsourcing (SaaS/hosting), and alignment to variable control mechanisms (e.g. subscription-based solutions).

Business & Decision can provide clarity on the "correct way forward" in order achieve the above benefits. We're experts in this area, recognized by customers and analysts (Gartner, AMR, etc.) for our performance and thought leadership in the evolution of CRM from "cataloging interactions" to creating mutually-beneficial, collaborative relationships.

Our approach can keep these questions from keeping you up at night as we work with you to execute upon the plan towards improving Customer Management in your organization:

• How do I align the various departments within my organization around the customer and what should be done?
• How do I determine where to start and/or focus? In what order should I proceed to meet near-term needs while not compromising the strategic vision?
• Beyond "data sharing", how do I create collaboration and incentive with my partners to best reach my customers and prospects and perhaps more importantly retain them?
• What solutions are available to meet our needs? What are the realities of hosted and SaaS solutions and their value?
• What do I do first?

Our service offering is comprised of six mutually-beneficial focus areas that take you from determining your true knowledge of your customers (and current capabilities for utilizing/growing said knowledge) to delivering technology solutions (both transactional and analytical) that make everything a "reality". We work with you to develop Customer Management strategies that can be "operationalized" and not merely "espoused" in your organization.

1. Customer Intelligence Roadmap: Leveraging your existing customer data to deliver immediate tactical value to the organization and deliver strategic value by identifying what initiatives are required to more deeply understand your changing markets and customer behaviors.
2. Customer Segmentation: Understanding how your customer/partner communities (existing and prospective) are both similar and different in their needs/desires which drive business interaction with you. Creation of segment definitions that allow your organization to deliver more intimate/specialized interaction without completely becoming "one-to-one" by leveraging both behavioral (transactional data) and attitudinal (existing surveys/feedback/market studies) input.
3. Customer Experience Design: Creating predictive, controlled interaction with your customers based upon their specific needs in order to meet/exceed their expectations and improve their estimation of the value of your organization. Also, manage the cost of these interactions through process and technology measures.
4. Capability Assessment and CRM Roadmap: Measuring the current Customer Management capabilities (organizational, procedural, technical) of your organization and the necessary improvements in each capability area to define a prioritized plan of action for making these improvements and bringing your architected customer experiences to reality.
5. Vendor Selection and Business Case Development: Selecting technology solutions (suite and/or best-of-breed) necessary to enhance/extend your existing solutions or affect a strategic swap to migrate to SaaS or SOA-based solutions, while building full business case justification (benefit attainment and TCO analysis) for recommendations forward.
6. CRM Program Development and Technology Delivery: Developing and executing expert-guided programs of work, focused on acceleration of benefit to your business and specializing in strategic SaaS solutions (e.g. Salesforce.com, Oracle CRM OnDemand).

We are a global organization, with offices in 20 countries around the world capable of meeting the distributed demands of your initiatives wherever they may lead. Yet, we act locally with a focus on you, investing in the relationships with our clients by ensuring continuity of team/leadership throughout our service offering. Our Leaders and Customer Management experts, evidenced by recognition from our 2,000+ customer base worldwide and analysts such as Gartner, are with you from start to finish. We believe that expertise, not just in the strategic thinking and planning of your Customer Management initiatives but also in the definition and delivery of actual solutions, is what makes the difference in your success. There are no "handoffs" in our offering ... you know with whom you've chosen to partner from Day 1.