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Customer Relationship Management

Customer relationship management (CRM) is more than the design and implementation of individual approaches in marketing, sales and service. Via integrated solutions, we create a real 360° customer perspective, optimal customer-oriented processes and organisational structures as well as unique customer experiences along the entire customer lifecycle. We offer you innovative as well as tried-and-tested solutions from the idea to implementable strategies and concepts to detailed planning, technical realisation as well as operation. You will thus be able to successfully acquire new customers and strengthen the relationship with loyal existing customers – and thereby ensure the success of your business!

Consistent customer relationship Management (CRM) guarantees a satisfactory clientele. And thus successful business. We at MHP offer you methods and solutions enabling you to develop customers across all the communications and sales channels, and ensure their long-term loyalty. With out solutions, you get the real big picture of your clients. With optimal client-focused processes, equally high-quality staff, and the definition and realization of the right IT solutions. These include the marketing, sales and after-sales processes.

Topics

Customer Relationship Management > Topics

CRM Strategy & Management Consulting

Your customers are our customers! We will consistently orientate your business capacities in marketing, sales and service according to customer expectations and requirements as well as the market trends.

Together, we will achieve tangible results, create competitive advantages as well as ensure the success of your company in the long term. In this connection, we will support you every step of the way - from the definition of innovative and highly effective strategies to the design and implementation of your requirements and challenges. There is no end point from our perspective, as we will continue to advise you along the entire customer lifecycle.

Cloud Integration Strategy

The introduction of Cloud solutions marked a new era in application and system architecture. Suitable strategies and methodologies are required to successfully implement and integrate your Cloud solution. Based on the market tested MHPCloudIntegration methodology, MHP reliably and competently assists you before, during and after your Cloud integration project, independently of a platform.

Example themes:

  • MHPCloudIntegration Methodology
  • Implementing your sales, service and marketing strategy based on Cloud solutions from SAP and Salesforce.com
  • Individual developments in the CRM Cloud

Digital incl. Connected CRM & Social CRM

It is all about finding the right balance! Digital communication channels with customers are becoming more and more important. We not only address the needs of your customers and help ensure customer loyalty; we also understand their requirements and above all will inspire them – via social media, mobile media and lifestyle communication. We also measure your successes and will support you in continuously adapting your social media channels acc. to your requirements as well as using these in a holistic manner so that your commitment pays off for itself.

Sample topics:

  • Digital Campaign Management 
  • Social Media Monitoring
  • Behavioural-based targeting/pricing
  • Mobile Services (CarIT/connected car) 
  • Mobile CRM (Smartphones/Tablets), big data

Sales Force Automation incl. Mobile CRM

We focus on what is important – i.e. the customer. When it comes to your customer segment, we will develop flexible sales processes and adjust your sales organisation to the constantly changing requirements of your customers so that you have more time to optimally support your customers. We analyse the activities of your sales team and identify optimisation potentials in the areas strategy, processes and organisation. Together, we then implement the results and train the involved employees.

Sample topics:

  • Sales Organisation Automation
  • Sales Mobile (Light)

Analytics incl. Segmentation & Campaign Management

The information "flood" is increasing every day. Thanks to our expertise, we not only collect the "right information" in CRM, but also analyse customer behaviour in a structured manner. You will be able to establish lasting customer relationships via optimal segmentation, customised campaigns and target-oriented measures in sales and service. You will thus be able to increase your marketing, sales and service ROI in a targeted manner.

Vertical Retail Integration

Sales complexity increases according to the respective retail level. Together, we will implement synergy effects via the design and implementation of collaborative processes across all retail levels, channels and contact points – without process interruptions. Our objective is to obtain a “real 360° perspective" vis-á-vis your customers and products and establish an understanding with regard to retail-focused CRM. This will result in optimal transparency for benchmarks, data quality and analytical processes.

(Pro-active) Complaint Management

A target-oriented customer segmentation will enable you to optimally support your customers with regard to their requirements and business potential. Our approach, which involves a differentiated service management, will support you in orientating your services in these segments in a consistent and efficient manner. From the analysis of service offers and the activities of your service team to the identification of optimisation potentials through to the implementation of the resulting measures.

CRM IT Consulting & Solution Implementation

A CRM system is only successful, if it is actually used by the end users. Without shadow Excels and process interruptions, which reduce the value. We will efficiently design and implement the right CRM system for your business taking into account your marketing, sales and service strategies as well as targets.

Our service packages:

  • Strategy & Design
  • Value Assessment, rollout incl. State-of-the-art processes
  • Release upgrade
  • Training and change management

Our tried-and-tested methods and tools reduce the implementation expenditure and failure risk to a minimum and ensure usable customer data that will benefit your business. International rollouts are part of our standard business as is the operation of your business processes and systems. We will also – where required – design a concept for your CRM (business process) outsourcing and support you in sustainably implementing this solution.

Success Stories

Customer Relationship Management > Success Stories

Insights

Customer Relationship Management > Insights

Lecture presentation, SAP Automotive Symposium 2009

Dr. Robert Marek (MHP), Berlin, November 2009

 

SAP PRESS: Service with SAP CRM

This book by the authors of Mieschke Hofmann und Partner shows how SAP CRM 2007 can be used to optimally configure and implement your service processes.  The reader is first introduced to the business basics of service management, before learning the new user interface and essential master data. On this basis you receive detailed insights into the functionality of SAP CRM in the service sector — from order management, through mission planning and mobile service, all the way to complaints management. Clear process visualization, numerous screenshots, fundamental customizing defaults and step-by-step instructions give you a clear picture of the possibilities of process configuration with SAP CRM.

You will also learn the critical success factors for the implementation, and profit from a practical example from the automotive industry, as well as tips on operating a CRM system with ITIL.

  • Basic knowledge on Customer Relationship Management
  • Function overview: user interface, guarantee and complaint processing, product service letters, service agreements, service resource planning, SAP Business Communication Management, and more
  • Processes and customizing: service order management, service and repair processing (Inhouse and Field Service), reactive and proactive complaints management, warranty management, and more
  • Critical success factors for the implementation: procedure model, change management, data quality, test strategy
  • Practical example from an actual customer project.

More at www.sap-press.de (incl. sample excerpts)

Kirchler, M.; Manhart, D.; Unger, J.: Service mit SAP CRM. SAP PRESS. October 2010.

Your contact

Customer Relationship Management > Your Contact

Dr. Robert Marek
Partner
Phone +49 (0)151 20301225

> eMail contact

Rico Schirmer
Associated Partner
MHP Americas Inc.
Managing Director Operations
Phone +1 (240) 506 3410

> eMail contact