"If you're looking for a business process guru for the front office,
High-Yield Methods and Dick Lee are the ones to call."
– Michael Boyson, technology consultant

CRM/CEM

HYM joined the CRM movement in the very early stages, when we still called it SFA. But we didn’t “fit in” with the practices of the time, which included software-centric implementations and only skin-deep process redesign. Instead, we blazed our own trail to develop consistently effective implementation methods, leading in the late 1990s to our original “Four Steps to CRM Success.”

Times have certainly changed since then–especially in the sophistication of CRM technology and the degree of data integration we can achieve. But in other respects, the more things change, the more they stay the same. Office process work remains only skin deep. Alignment between strategy and customers, process and strategy, and technology and process remains shaky. And many companies continue starting CRM initiatives with software.

Here’s what happens as a result:

Strategy is out of alignment with customers, and the strategy, process and technology pieces of CRM don’t fit together. And even though some of the parts aren’t very robust, the whole still equals less than their sum.

HYM is committed to “doing CRM right.” That means first making sure our clients have customer-centric strategies in place, or if they don’t, helping them develop and articulate new strategies using our Hyper-Planning system. Next, using our VISUAL WORKFLOW office process design approach, we redesign first workflow and information flow then individual work process to carry out strategies. Only then do we evaluate technology options and work with clients to find the best fit.