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Adroit Consulting Helps Clients Improve Revenue Operations Using Integrated Customer Management Model™

In a preview to the University of Chicago's Graduate School of Business in January, Adroit Consulting CEO Stan Martin introduced the concept of the Integrated Customer Management Model, which was developed from documented successes at Adroit client companies over several years. The Model is a deliberate, thorough approach to improving revenue generation capability and reducing the cost of sales and service.

"The Integrated Customer Management Model is a common sense business strategy designed to realize ROI from customer-facing functions," explained Martin. "While the objectives of the Model would be generally applauded as the 'motherhood and apple pie,' of customer management, the complexity lies in the ability to implement the Model across today's 'silo'ed' product-centric organizations. The Model facilitates and drives disciplined operational execution, which is the key to success."

Comprised of six elements called Solution Frameworks, the Integrated Customer Management Model is used to integrate core functions that in traditional companies often operate separately. Implemented individually, the Solution Frameworks (called Team Selling, Sales Playbook, Sales Channel Performance, Inside Sales Revitalization, Customer Support Excellence and CRM Optimization) allow for an evolutional approach to implementing the elements of the Model in a controlled, manageable and measurable manner. Integrated, the Solution Frameworks can dramatically improve customer operations and revenue generation.

Recent deployments of Adroit Consulting's Solution Frameworks include:

1. Team Selling Framework - For an office products manufacturer, Adroit developed and helped implement a sales strategy that defined how field sales, inside sales and customer care would coordinate to go after increased market share while improving profitability.
2. Sales Playbook Framework - Adroit Consulting created a Sales Playbook for a major information sourcing and publishing company that outlined how to attack the market with a new strategic account sales approach, successfully shifting to value based selling from commodity priced offerings.
3. Sales Channel Performance Framework - Sales teams have exceeded targets and industry growth two years running since this global manufacturer of industrial automation products signed up with Adroit Consulting to improve top-line growth through better field sales and channel performance.
4. Inside Sales Revitalization Framework - Inside sales at a mid-sized manufacturer was more focused on customer service than revenue when Adroit Consulting redesigned and implemented an operational plan to generate net income by instituting consistent processes, focused training and clear goals.
5. Customer Support Excellence Framework - Company growth was crippling the customer service organization of a transportation and logistics company when Adroit helped create a customer service vision that employees believed, a staffing model to meet call demand, and identified a new management team to drive change and support customer needs.
6. CRM Optimization Framework - A major media company avoided costly (seven- figure) investments in new CRM technology that would have been needed to support a new sales and customer service model. Adroit Consulting helped the company utilize an existing set of tools and achieve nearly 100 percent adoption across the enterprise, yielding measurable ROI.

The Integrated Customer Management Model will be the focus of Stan Martin's presentation at the International Contact Center Management Conference on August 16 in Chicago. To request a copy of the Integrated Customer Management Model White Paper, or the University Of Chicago Graduate School Of Business Presentation, please visit www.AdroitConsulting.com. To register for the ICCM Conference, visit http://www.iccmchicago.com.