Presentation

Business

References

click here to download english version (pdf)

The new challenges facing customer relations in the global economy

In the world of international competition, clients are facing new challenges :

• The market is global, and demands increasing responsiveness and efficiency
• Clients are increasingly demanding, in terms of costs and quality of service
• Communication and distribution channels are enriching and diversifying
• Products and services are becoming more closely linked

The contribution made by digital technology to breathing new life into customer relations

The Internet and digital technology can help to achieve strategic business objectives, thanks to the integration of clients in business processes :

• Searching for new markets, developing sales thanks to improved product and service visibility, and an active presence on the Web
• Increasing customer satisfaction and loyalty, thanks to the implementation of CRM (Cus¬tomer Relationship Management) solutions, the integration of customer communication channels: Customer portals, Web conferencing, telephone, fax, etc.
• Increasing efficiency and reducing support costs, thanks to clients having access to the company information system, and the e-services supply: spares/repairs, maintenance, guarantee, documentation, etc.

Partner responsible for CRM

Jean-Patrick CARRIÉ, jean-patrick.carrie@boost-conseil.com, +33 611 783 075

Skills and services provided by BOOST-CRM

BOOST can provide a full project management service to assist companies in defining their strategy and implementing their CRM project s:

• Establishing the digital integration model in the field of customer relations: Processes, Information systems, secure Technical Architecture, organizational and legal aspects
• Opening up the Customer Relations Information System to the Internet: CRM, maintenance, documentation, PLM, ERP (spares, etc.)
• Customer portal specifications and development

References

Aerospace and Defence : benchmarking of CRM projects for the aeronautical industry
Ministry of the Economy, Finance and Industry : coordination between sectors (CRM, PLM, SCM, e-collaboration) on sector-based projects as part of the TIC&PME 2010 action plan, in the context of the Boost-Industrie & Services project run by AFNET
(http://www.boost-industry.com)
RADIALL : e-business strategy
OCCAR (European defence agency) : establishing e-business and collaborative strategy