The challenge

To comprehend the rapidly evolving customer landscape and managing the growing complexity of the nature of customer relationships, leaders of forward-thinking organizations are beginning to acknowledge that going forward, success would no longer be a unidirectional product play and a deep understanding of the customer would be needed to survive and succeed. Such leaders of a $5BN Asian Bank engaged TransformX for assistance on the creation of a bank-wide Customer Engagement Strategy and the acquisition of a best-fit CRM to complement it.

The approach

TransformX began the process with its signature Customer State Assessment to identify gaps in process, technology and skill alignment around the way customers were acquired, retained and deepened with cross sell/upsell at the bank. The Business/IT leadership of the bank was then coached/aligned on a unified definition of what an Enterprise CRM would mean to the bank and the steps that needed to be taken from all sides to succeed. Deep-dive sessions were conducted with key stakeholders around business needs/capabilities and feature/function mapping of existing processes within existing tools to identify gaps and challenges that needed to be addressed. Information gathered from the effort was then formulated into a Customer Success Roadmap that showcased areas of focus for the next 5 years and an RFP process was run with global CRM vendors to select the best fit CRM solution for the bank.

The results

The project was a major success and TransformX has been further engaged to provide strategic guidance on all aspects of strategy, implementation and support for the duration of the Customer Initiative. It continues to be a pleasure to serve our client with their needs and participate in their success!