Engineering - Competence Center - CRM & Digital CX Consulting Services

Competence Center

CRM & Digital CX Consulting Services

We support organizations throughout the Digital Transformation process, defining customer driven processes through a clear and shared strategy between the various corporate stakeholders.

Our CRM & Digital CX Consulting team is the competence center that focuses on the optimization of sales processes, relationship and digital marketing, customer care / after-sales and E-commerce.

Our consulting approach is based on the design and management of innovative solutions in areas where digital transformation produces the greatest changes in the Customer Journey and in the user experience.

We have extensive experience on the main CRM, Digital Marketing, E-commerce platforms and in the implementation and integration within Client's digital ecosystems. We are always up to date on new technologies and market trends.

Our team has consolidated professional skills thanks to Business & Process Consultants : marketing experts, PMOs, professionals in the world of sales and customer services, market analysts.

With our methodological approach we integrate and combine the capabilities of our Competence Centers and partners in carrying out projects or initiatives in CRM, UX and Digital Transformation.

To complete each project, we facilitate the identification and evolution of business Analytics using a descriptive model to produce a predictive model. This is with the support of Advanced Analytics and Artificial Intelligence technologies.

At Engineering, we support our Clients throughout the entire project cycle.

Upstream of the implementation phase, we define the strategy, map the customer relationship processes, and assist in technology and application choices.
Downstream of the technology implementation phase, we support our Clients in running the entire transformation programme and facilitate the adoption of new technologies through our Change Management and User Adoption services.

We organise specific training courses and seminars on topics related to the development of strategies, processes and technologies for successful CRM and CX, improving corporate resources and management skills.

20+
Professionals

20+
Years of
Experience

50
accounts

90%
Customer Satisfaction

CRM Observatory

CRM Observatory is a survey that closely monitors the evolution of CRM and its level of maturity in companies in Italy.

Since its first edition in 2015, it has focused on one trend in particular, moving from Marketing Automation to E-commerce to the latest edition that explored the convergence of CRM and Digital Transformation.

Designed and promoted by C-Direct Consulting, it has been carried out in close collaboration with Engineering's CRM & Digital CX Consulting team since 2020.

Case Study

Data and Artificial Intelligence for cross-selling marketing

For a leading European banking group we apply AI and Machine Learning to estimate the propensity of millions of customers to apply for mortgages and bank credit lines.

White Paper

CRM

We define, manage and evolve CRM processes and strategies, redesigning the relationships between companies and customers.

Case Study

A centralized CRM platform

Standardize customer relationship processes, simplifying and speeding up the production of sales forecasts. We did it for an international industrial group.

Insights & News

Five questions to...
Elisa Fontana

The senior consultant of our CRM & CX Consulting Service talks about how digitalisation is changing the relationship between companies and customers. Looking at the 2021 Observatory, she is also able to assess the health of CRM in Italy.

Case Study

CRM strategy for a high-level navigation

We implemented the CRM software of a Travel & Hospitality Market Leader, allowing a 360-dregree customer view.

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Trend Radar

Engineering: leader della Digital Transformation

CRM & Digital CX Consulting Services

CRM Observatory

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