“In a survey of 352 senior-level, U.S.-based executives, regarding their company’s CRM initiatives and their attitudes about those initiatives, The Merkle Group, Inc. found that CRM initiatives currently have a 63% fail rate”
– Direct Marketing News
Business Processes are what insure that what leaders have established as their mission, vision, and strategy are actually executed in the day to day decisions and activities of their team members. In addition, it ensures that a company’s customers receive a consistent experience, which is essential to establishing customer relationships and brand differentiation.
Too often, companies address process standardization, improvement and automation needs through a “Technology First” approach, focusing on business system implementation and integration initiatives. Operational business systems with the right functionality and capabilities are important. However, system enhancement alone can result in only minor improvements to business performance, and can lead to significant cost and organizational disruption only to realize that many of the underlying business challenges remain. As an example, most studies have indicated that between 40% and 60% of CRM implementations fail to realize their ROI and other intended benefits.
Instead, business systems should be implemented to support optimized business processes. If your operational processes are not effective or efficient, system implementation will only provide marginal improvements to productivity. For more transformational results, CCS advocates a “Process First” approach. By Optimizing your foundational business systems first, you will:
- Realize immediate efficiency and effectiveness benefits from process improvements
- Develop specific process, user, and business requirements to more effectively enhance/deploy necessary business systems
- Reduce the timeframe and cost associated with system implementation, integration, and iterative post deployment enhancements
- Avoid long periods of business adoption and disruption
- Align internal organization understanding of process interdependencies
Our proprietary Process Optimization methodology achieves and sustains process excellence as a competitive advantage. ROI realized by our clients has included Process Efficiency, Cost Reduction / Avoidance, Revenue Growth, Service Delivery Improvements, Cycle Time / Lead Time, and improved customer experience.
Our approach consists of the following elements:
- Business Process Analysis (BPA)
- Cross functional Process Optimization workshop
- Prioritized Process Improvement Roadmap
- Rapid Result Improvement Management
- ROI Realization Reporting
- System Requirement Detail