Customer Relationship Management Consulting
Driving new performance and enhanced customer experience through sales and marketing processes and data integration
Connect every customer touchpoint through a CRM platform delivering actionable data and insights
Organizations interact with their customers in three core contexts: sales, marketing, and customer service. If these essential functions are not integrated, it can be impossible to coordinate messaging, selling motions, and customer experiences — and inefficiency and poor performance can be the result.
In our Customer Relationship Management (CRM) Consulting practice, BDO works with clients to deploy CRM solutions that bring these core touchpoints together in a single platform that links customer insights, sales, marketing, and customer service metrics, and puts them at the center of strategic decision-making and operational performance. They also support data visualization and performance reporting and help power automation of key tasks.
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In a key point of differentiation, BDO evaluates the success of a CRM integration on the basis of the business outcomes it helps support: technology as a means to an outcome, rather than a means in itself.
For organizations with legacy CRM platforms in place, BDO assesses current platform needs, including necessary upgrades, features, and enhancements, and identifies points of disconnection between your business and the processes built into your legacy CRM. We may recommend upgrades to your current platform and processes, or we may work with you to select and deploy a new CRM platform better suited to your current and future needs.
For organizations without a current CRM, our assessment is based on an evaluation of your current sales, marketing and tech stack, along with your strategic objectives. Once the plan is in place, we support deployment, migration, onboarding, and operation — including customization where needed.
CRM platforms we support include:
- Microsoft Dynamics 365 Customer Engagement
- Power Platform
- Salesforce
- HubSpot
- NetSuite
How BDO Can Help
BDO offers customer relationship management consulting services to help your organization achieve its goals.
Align Marketing & Sales
Our CRM Consulting services help you connect marketing costs to sales performance, validating investment and powering ongoing feedback and marketing performance improvement.
Unify Customer Insights
Gather and visualize data on customers’ journeys, preferences, lifetime value, and more, across every touchpoint — and use this 360-degree view of the customer to rationalize investment and strengthen customer connections.
Enhance Customer Experience
Apply detailed insights into customer preferences and behavior to streamline, personalize, and fine-tune the customer experience from prospect to close to retention and advocacy.
Accelerate Revenue Generation
Use end-to-end customer data to measure and improve return on marketing investment, increase closing percentage, and generate long-term loyalty.
CRM Consulting Capabilities
Whether you have a CRM in place, or you are looking to advance your sales and customer data beyond manual processes into a fully integrated system, BDO has a refined process for evaluating the state of your sales and customer data infrastructure and processes in the context of your business strategy. This platform-agnostic understanding of the gaps between your current state and your objectives is the foundation for our subsequent recommendations.
The right CRM choice is based on a review of capabilities, cost, compatibility, and other factors. Once we have helped you make the selection, BDO works with you to plan the integration process, working in stages to help ensure there are no impacts on operations as the new system is brought onboard.
The adoption of a new CRM platform necessarily requires significant new learnings: new software, new processes, and new ways of doing business. By engaging our Program and Organizational Change Management [link] services in your CRM adoption, we help smooth the process and accelerate successful adoption and use.
The performance of your CRM platform is only as good as the data that powers it. BDO data migration support begins with data discovery and analysis, locating existing customer and business data and removing duplicative, incorrect, and outdated material. We further rationalize and align the data with the structure of the CRM, then perform a series of test migrations to identify and eliminate issues before final migration.
BDO supports the final deployment of your CRM platform, from user credentialing through ongoing training and support — and we can remain engaged to provide ongoing user training, technical support, and advisory services.
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