High-Yield Methods - Customer aligning business strategies, process and technology

When customers run up the flag, are you ready to salute?

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TODAYS CUSTOMERS CALL THE SHOTS

Take a large measure of structural imbalance in the economy, with supply increasingly greater than demand; add in an adult dose of buyer uncertainty about the future health of companies and households; stir in seller needs for continued growth to meet market expectations—and you have all the classic ingredients of a buyer’s market. And we can see the evidence of buyer-dominance all around us:

Sellers have lost price control.
Buyers are playing alternative channels off against each other.
Sellers, and their channel partners, keep winding up with excess inventories.
Buyers are relearning how to bargain to get their price.
With everyone offering low prices, value-added services and support are becoming the leading competitive differentiator.

CRM CAN PROVIDE A COMPETITIVE EDGE - IF IT IS DONE RIGHT

Amidst this environment filled with seller-side trails and tribulations, one competitive strategy stands out as the winning ticket to many companies—making your company so invaluable that customers can’t bear to give you up. But that’s easier said than done.

Research shows that four and only four activities contribute directly to generating ROI from CRM.

Implementing customer-centric business strategies: The leading contributor to ROI from CRM, and by a significant margin, is the presence of customer-centric business strategies. Customer satisfaction and attrition research play key roles in developing these strategies.
Providing line level training and support: Not only is technical training in new technologies important, but successfulREDUCING OFFICE COST | DESIGNING OFFICE PROCESS | VISUAL WORKFLOW | CRM | FREE DOWNLOADS | PARTNERS | BLOG | ABOUT US | CONTACT US | HOMEimplementers make an effective business case to employees justifying the job changes that come with CRM.
Making organizational changes: Maintaining the same organizational structure means producing the same work output, and ROI-producingREDUCING OFFICE COST | DESIGNING OFFICE PROCESS | VISUAL WORKFLOW | CRM | FREE DOWNLOADS | PARTNERS | BLOG | ABOUT US | CONTACT US | HOMEimplementers realize that they have to work differently and produce different outcomes in aREDUCING OFFICE COST | DESIGNING OFFICE PROCESS | VISUAL WORKFLOW | CRM | FREE DOWNLOADS | PARTNERS | BLOG | ABOUT US | CONTACT US | HOMEenvironment.
The discipline to measure: By itself, measuringREDUCING OFFICE COST | DESIGNING OFFICE PROCESS | VISUAL WORKFLOW | CRM | FREE DOWNLOADS | PARTNERS | BLOG | ABOUT US | CONTACT US | HOMEoutcomes does cannot generate ROI. But having the discipline to set measurable objectives and monitor results helps ROI implementers maintain focus on the implementation elements that matter most.

CRM implementers that concentrate on these four areas typically generate very substantial ROI very quickly. Those that don’t lag far behind. And that’s why HYM keeps clients tightly focused on these four elements.

Developing customer-centric strategies: Using our Visual Planning techniques, HYM is very skilled at helping client discover and prioritize opportunities to add value to customers in ways that add value back to the company. And we’re equally adept at converting identified opportunities into actionable business strategies.
Redesigning workflow/information flow to support new strategies: Implementing new business strategies requires working differently, and using VISUAL WORKFLOW, we help clients redesign workflow and information flow accordingly. During this step, we also help clients redefine departmental roles and responsibilities—moving from functional silo-based organizational design to customer-centric design.
Re-engineering work processes: Unfortunately, all too manyREDUCING OFFICE COST | DESIGNING OFFICE PROCESS | VISUAL WORKFLOW | CRM | FREE DOWNLOADS | PARTNERS | BLOG | ABOUT US | CONTACT US | HOMEimplementations start here. These implementations meet unhappy endings, because lacking new strategies and redesigned workflow to drive and guide process change,REDUCING OFFICE COST | DESIGNING OFFICE PROCESS | VISUAL WORKFLOW | CRM | FREE DOWNLOADS | PARTNERS | BLOG | ABOUT US | CONTACT US | HOMEimplementers starting at the work process level wind up merely tweaking and automating what they do now—often winding up “doing the wrong things faster” as a result. During this second step of VISUAL WORKFLOW, we let redesigned workflow shape new work processes, thereby maintaining alignment among work elements, and we’re also able to identify technology support requirements at the user-level—not at a higher systems level, which is the norm.
Supporting new work with new technology: While a minority ofREDUCING OFFICE COST | DESIGNING OFFICE PROCESS | VISUAL WORKFLOW | CRM | FREE DOWNLOADS | PARTNERS | BLOG | ABOUT US | CONTACT US | HOMEimplementations require no new technology, most require integration of customer information currently stored in disparate applications at minimum, and more often than not some form ofREDUCING OFFICE COST | DESIGNING OFFICE PROCESS | VISUAL WORKFLOW | CRM | FREE DOWNLOADS | PARTNERS | BLOG | ABOUT US | CONTACT US | HOMEor marketing analysis application system. Plus, a full-fledgedREDUCING OFFICE COST | DESIGNING OFFICE PROCESS | VISUAL WORKFLOW | CRM | FREE DOWNLOADS | PARTNERS | BLOG | ABOUT US | CONTACT US | HOMEapplication will typically trigger introduction of numerous new back office system elements, including in some cases converting to new legacy systems. All these changes must be carefully aligned to create a systems environment that’s greater, not less, than the sum of its parts. HYM collaborates with your IT department on all systems design issues, bringing with us a wealth of experience from previous implementations facing similar technology issues. Plus, we will manage theREDUCING OFFICE COST | DESIGNING OFFICE PROCESS | VISUAL WORKFLOW | CRM | FREE DOWNLOADS | PARTNERS | BLOG | ABOUT US | CONTACT US | HOMEsoftware selection process—using our own extensive experience, plus the software experiences of hundreds ofREDUCING OFFICE COST | DESIGNING OFFICE PROCESS | VISUAL WORKFLOW | CRM | FREE DOWNLOADS | PARTNERS | BLOG | ABOUT US | CONTACT US | HOMEsoftware users as captured in the customer evaluation studies we co-sponsor, to make sure you select the optimalREDUCING OFFICE COST | DESIGNING OFFICE PROCESS | VISUAL WORKFLOW | CRM | FREE DOWNLOADS | PARTNERS | BLOG | ABOUT US | CONTACT US | HOMEsystem for your business requirements.

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