Relationship continuity
Give teams context to progress the next interaction.
Capability 06
CRM & Customer Service
We align CRM workflows, customer context, engagement, servicing and analytics so front-line teams can act with continuity and relevance.
Engagement pathwayCapability to impact
01Mandate
02Use cases
03Design
04Implement
05Activate
06Improve
What good looks like
Design the capability around the decisions it must enable.
Connected servicing
Link actions, cases, communications and behaviour.
Adoption by design
Shape workflows around daily decisions.
Critical questions
Resolve the operating and architecture questions together.
Role
Which task should CRM make easier?
Context
What information must be visible or actionable?
Workflow
How should CRM connect to engagement systems?
Platform context
Capability first. Platform depth where it matters.
We translate requirements into platform-specific solutioning across Adobe Experience Cloud, Salesforce and SAS Customer Intelligence 360 while accounting for the wider data, integration and channel estate.
Next decision
Strengthen your CRM & Customer Service capability.
Discuss the mandate, current estate and decision that needs to be made.
Start a capability discussion ↗