CRM Maturity Assessment

Best Customer Strategy: CRM Maturity Assessment

Do you need a positioning and target direction for your CRM in order to align yourself more precisely with your customers?

We support you with our CRM maturity assessment to get a structured picture of it. With our CRM maturity model, we carry out an as-is analysis (positioning) of your CRM together with you. In the next step, you define the desired future CRM target maturity level. A subsequent GAP analysis reveals the gaps between the actual and target CRM maturity levels. Based on this, we derive measures and recommendations for action, per dimension of the CRM maturity model. These are prioritised in a strategic CRM roadmap and thus you receive a clear, structured “roadmap” for the next implementation steps on your journey towards becoming a customer-centric company.


Where does your company stand in relation to the seven maturity dimensions?

CRM & Digital Strategy

Organisation & Innovation Culture

Data Landscape & Smart Data

Customer Analytics

Customer Interaction

Reporting & Performance Measurement

Processes & Tools

Challenges and opportunities

  • Innovative technologies reinforce the importance of customer orientation: customer contact today must be completely tailored to the needs of the customer.
  • Business models and processes must be holistically adapted to a modern, digital and customer-oriented architecture.
  • The dynamic variety and use of touchpoints requires an omni-channel strategy and consistent data provision across all sales and service channels.

Your added value and benefit from our offering CRM maturity assessment:

  • Together with us, you determine your current CRM maturity level and thereby create a common CRM understanding and interdepartmental transparency with regard to CRM in your company.
  • Together you define the target direction for your CRM and create the first step for the necessary, accompanying change process.
  • The GAPs between the CRM actual maturity level and the CRM target maturity level clarify a clear “roadmap” of what you should reasonably implement as the next prioritised CRM building blocks to achieve the defined target picture – this creates transparency and leads to an efficient use of your budget.
  • By deriving strategic measures for a holistic Closed Loop CRM, you always keep an eye on the big picture and all the measures you implement pay off in a targeted way.

CRM Maturity Assessment

Other relevant components from our service portfolio in this context:

We are looking forward to your inquiry!

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