Customer Relationship Management

Customer Relationship Management (CRM) enables the collection, management, and analysis of customer data to ensure organizational core objectives and strategies are aligned with the customer expectations. Utilizing customer data, CRM, allows organizations to customize customer interaction, view new behavioral patterns, and identify sub-segments. CRM gives organizations the ability to move from a reactive to proactive relationship model addressing potential customer issues before they occur and enables organizations to develop new products and services.

RNR Consulting identifies and document business needs relative to the maintenance of customer information, computation and issuance of statements, payments records, and correspondence and interactions. We work with staff to define the data to collect and the reporting tools that will be utilized to leverage the data to build stronger relationships with your customers. Our experts work with clients to assess customer relationship processes, identify gaps in services and communications, and define client specific requirements to either improve utilization of current CRM applications or assist in implementing a new solution.  CRM Inativies that RNR Consulting has assisted clients with include: utility and billing management, training, call center assessments, 311, Interactive Voice Response System, Customer Information System implementations.

Sample Case Studies:

City of Cleveland, Division of Water - Customer Information Systems (CIS/CRM) Feasibility Study, CIS/CRM Integration Services and Customer Care and Billing Pre-AMI Project, Complete Pending Bills Phase I and Phase II.  

Cincinnati Metropolitan Housing Authority - Customer Service Training

County of Riverside, California - Interactive Voice Response (IVR) System Requirements Definition, RFP Development and Selection

Pubco Corporation - Market Call Center Assessment