CHANGE MANAGEMENT &
CUSTOMER FOCUSED STRATEGY

_
ASSIST A MAJOR WOOD PANNEL PRODUCER
IN THE DESIGN AND IMPLEMENTATION OF
THEIR CRM SRATEGY.

In order to meet their customer needs, the company has managed to build
a robust Customer Knowledge to facilitate information sharing between the various
departments (Sales, Marketing, Communication, Quality, Factory, etc.).

♦ GUIDE
CRM DIAGNOSIS AND ASSISTANCE IN
DESIGNING THE BUSINESS CASE. /

– Customer survey: target groups needs and expectations analysis.
– Internal survey: needs analysis of the various departments
(marketing, sales, product, factory, quality, finance…).
– Design of the business case with the following targets :

• Have a complete picture of the client, prospects monitoring.
• Facilitate sales activity monitoring and be proactive.
• Have traceability of architects prescriptions.
• Have scorecards and key figures, updated in real time.
• Develop competitive intelligence.
• Have up-to-date and consistent Customers files.

♦ TRANSFORM
DEFINE THE SPECIFICATIONS AND SUPPORT
FOR PROJECT MANAGEMENT. /

– Process, organization, CRM practices
– The HR impacts of the project.
– Training methodology
– The internal communication plan on the CRM project.