Business Consultancy Services
We understand that your strategic advantage is won or lost in how you manage your client and customer interactions. Our business and CRM consulting assists you by closing gaps and achieving improvements in your processes that will deliver measurable, demonstrable and reportable returns to your business. We will help you build a roadmap for better customer and client interactions that sets the right balance for your business in costs, quality and revenue.
We do this with a range of business consulting services that embrace many core facets of eServices, Web 2.0, Customer Relationship Management and Business Process Reengineering. Sounds like complex stuff, but inherently the foundations and philosophies are sound. We do this by;
- Analysis and Business Consultancy
Helping you analyse your existing processes and methodologies for your eServices presence. What does this mean? It embraces all the vehicles you have at your disposal for contact with clients and customers, be it Telephony, Web Sites, Web Chat, SMS, eMail and we validate their applicability and that you are approaching these 'channels' efficiently and effectively. A simple example will be; Is your website reaching the right audiences with the right information at the right time, with the right layout, feel, and content in every piece, from page titles, to meta descriptions, to keywords, to search campaigns to the actual content itself. Are you effectively exposing your products and services in our region so that if a local subscriber was looking for you that they could find you, and that you'll be top of the list against your competitors - Web 2.0 Consultancy
What's this? Web 1.0 is the basic phase of the web where organizations PUBLISH (push) their content into a static domain. For example, creating a web site in static HTML that rarely gets updated or changed. By analogy, it is a website that acts like a permanent advertizement, but doesn't change in content or nature very often.
Web 2.0 is a huge change in the needs and expectation of companies embracing the newer, more dynamic attitude to the web and content, where content is dynamically rendered, and quite often levers Application Programming Interfaces or technologies for other more "Social Networking" aware activities that their clients enjoy. An example of web 2.0 website is this one you are using today. It is driven by a Content Management System that allows any of our employees to update content, it produces RSS and ATOM feeds that clients can automatically subscribe to, and offers a dynamic integration between itself and the underlying Customer Relationship Management system. If you complete the site registration on this site or you use the 'contact us' function then the information you provide is used to drive the decisions engine in the Customer Relationship Management system, and the staff are notified of the change in your status, the records are created, and the road to developing a relationship with you as a potential client begins. Consumers are no longer happy to go to websites that feature Home, About and Contact US pages alone. They expect to use your website as a portal into your business, and to see all the latest and greatest news, content, articles, photo's, twitter updates and other "live" updates just like they would if they were dealing with a high-street store! Remember, that overwhelmingly these days clients make their purchasing decisions by trawling the web, they narrow down their options based on what they find on the web, and THEN they MAY pick up the phone, or complete a contact us form! If your website is not 2.0, then it will appear 'stale' and 'potentially' out of date. A live, thriving website not only catches the eye of the search engines, but it gives your potential clients a sense that you have a real heartbeat, and are active, current and thriving. As you can see, this is a big subject in its own right - eServices Consultancy
eServices describes the modern phenomena that customers and clients possess multiple considerations as to how they would like to interact with your business. Will they phone you? Are they more likely to drop your company an email? Are they more likely to want to send you an SMS? Does the client expect your company to Tweet on Twitter, or face on Facebook? Will your clients be users of RSS, ATOM or XML updates? Would your subscribers benefit or use newsletter or latest deal updates? Do your clients require a 1-800 number to call you? You have a client aged between 40 and 60 years of age. How will this client probably want to connect with you? What about someone aged between 18 and 24 years of age? Here's a hint; did you know that 60% of 18-24 year old would not dream of ever placing a "voice" telephone call on a mobile phone! Why not? What do they prefer and expect? Would this same 18 year old be happy to use live web assistance, co-browsing help, or even web based chat? In other words, your business needs to reach out to its audience via multiple channels, and be accessible in return via multiple channels. Why? Because if you don't play ball in the 21st Century with the needs and expectations of your current and prospective clients you will not retain them; you may even lose their loyalty! Do not let your ignorance of the relevance of multi-channel customer conduits be the demise of your client base. Don't sit back either confident that your competitors are not yet on social-media, or don't offer a 1-800 number, or don't offer web-chat......! - Customer Relationship Management
It is not enough to deploy a CRM system, no matter how small, lite, or comlex if it is deployed in a Vacuum. A business needs detailed guidance, instruction, training and support in order to reap the full benefits of all of its little hidden potentials. Our CRM Business Consultancy practice helps our clients to achieve maximum benefit, with the minimum impact! If you are aiming at increasing your sales by 65% in the first year of operation then you'll need a really well defined roadmap of activities and actions to get there. Our consultancy will help drive you to achieving or over achieving your goals. Most failures of CRM systems can be directly attributed to poor performance in rollout and management. The CRM solution itself is never to blame. Lack of planning is the culprit! - Business Process Reengineering (BPR)
This is an often cited term, that is great misunderstood. As consultants we don't come into your business and 'use your wristwatch to tell you the time!" The deployment of new strategies for customer care, customer relationship management, marketing and eServices often requires substantial manipulation of the heartbeat of your day to day operations. The practices (good or otherwise) of your business may not align with the potential you can reap from a change in process like CRM alone. We help you, by using our skills, experience, knowledge and general industry best practices to guide you through the process of understanding how you can make small, and easy to adopt changes in your business processes, workflow, actions and activities that will align cleanly with delivering maximum efficiency and effectiveness from your personel, employees and even your contractors or partners.
We will help you identify solutions that you can use taking into consideration all available resources irrespective of whether or not you want to make use of our CRM solutions, or web, email or eServices functions or any other service offered. With a combined total of over 40 years business management experience we are experts in what to look for, what should be done, and what should not be done! We take the time necessary to fully and really understand your business realities and we create logical and applicable roadmaps that you can actually use. They are shared with you in workshops, discussions, documented in text or even presentation form, so that you can use them as a template thereafter.
We are experts in a diverse range of business practices, from selling and sales techniques, to marketing, business development, customer relationship management, contact-centers, technology and information technology, web services, eServices, Media and advertizing. Our staff includes business professionals with decades of Director and Executive level tenure in Global Corporations, Start-ups, new companies and are well experienced and can quickly and rapidly apply recommendations for you that will drive your business and its future forwards very quickly. We are not a magic bullet for a dying company, nor are we a quick fix to long established problems. We work dilligently, and honestly with you to define those series of small steps, that when correctly applied can help your business thrive, expand, grow, win more market share and work towards whatever your final exit strategy is. Do you have an exit strategy? Or are you just surviving?
For specific case studies across a range of business' and industries please refer to the Verticals section of this site, as there is strong evidence of our consulting capabilities within the studies presented. A bad consultant "uses the clients wrist watch to tell them the time!". We use our own experience, and our own wrist watch to teach you how to tell the time! We use a series of 'repeatable' best-practices in our consultancy services. Your output could be a simple meeting where we share with you our observations and recommendations. It could be in the form of a detailed written 'white paper' with assessments to recommended strategies and validations. We can offer tailored consultative solutions that meet your needs and expectations fully.