CRM strategy: audit, consulting and CRM implementation
CRM strategy: audit, consulting and CRM implementation
At Eminence, we support you from the CRM audit through to CRM implementation, including the definition of your vision, governance framework and performance indicators.
Our objective: to build a coherent, measurable customer relationship strategy tailored to your organization.
Our objective: to build a coherent, measurable customer relationship strategy tailored to your organization.
Centralization
Segmentation
Automation
Integration
Analysis
Training
Our objectives
Our objectives
01
Define your enterprise CRM vision
Align your CRM strategy with your business objectives and bring teams together around a shared roadmap.
02
Centralize your customer data
Create a single database to provide a complete and reliable view of each customer.
03
Personalize interactions
Deliver tailored customer experiences through advanced customer analytics and targeted campaigns.
04
Automate your processes
Simplify the management of leads, opportunities and customer interactions.
05
Structure your CRM governance
Ensure the quality, compliance and long-term sustainability of your data.
Succes Story
Challenges solved, results delivered
Data
McDonald’s Switzerland engaged Eminence to optimize their web consent rate through OneTrust CMP, including technical development, A/B testing and continuous improvement over 6 months.
Our APPROACH
Technology alone is not enough to ensure the success of a CRM project. Clear CRM governance defines the responsibilities, management rules and processes required to maintain a reliable system over time.
1
CRM audit
We carry out a comprehensive CRM audit of your needs, processes and existing tools to assess your CRM maturity and identify strengths, gaps and opportunities.
2
Define the enterprise CRM vision and roadmap
We establish a CRM vision aligned with your management team and translate it into a clear, prioritized strategy.
3
CRM selection and implementation
We select the most suitable technologies and manage their implementation, integrated with your existing systems.
4
CRM governance, automation and personalization
We structure your CRM governance rules (data quality, roles, compliance) and configure campaign automation.
5
CRM reporting and continuous optimization
We implement dashboards and CRM KPIs to monitor performance and continuously refine your customer relationship strategy.
Our Expertise
CRM consulting and customer relationship strategy
At Eminence, Geneva’s first CRM consulting and relationship marketing agency, we place your customers at the heart of your transformation. Our expertise combines mastery of leading CRM technologies with strategic support: defining your enterprise CRM vision, CRM audits, tool implementation, CRM governance and CRM reporting for reliable management of your KPIs.
Our support goes beyond technology: targeted training, continuous monitoring and documented CRM governance ensure successful and sustainable adoption by your teams.
Our support goes beyond technology: targeted training, continuous monitoring and documented CRM governance ensure successful and sustainable adoption by your teams.
Is your customer data scattered across multiple tools ?
Our CRM audit identifies friction points, then we centralize your data in a single, governed CRM platform.
Does your management team lack a clear CRM vision?
We work with you to define a shared enterprise CRM vision, translated into a roadmap and an operational CRM governance framework.
Do you lack visibility into your CRM performance?
We implement CRM reporting and CRM KPIs tailored to your business, so you can continuously manage your customer relationship strategy.
These topics might interest you
Strategy
Is your customer journey a maze? Disconnected systems and inconsistent messaging are silent trust killers. An Omnichannel CRM isn't just about having "more channels"—it's about making them talk to each other. Discover how to build a single source of truth, integrate real-time data, and use AI to anticipate your customers' needs in 2026.
AI
Performance versus responsibility: this false dilemma has trapped marketers for too long. The explosion of CRM and marketing AI silently fuels a growing carbon footprint. The truth? Sustainable customer performance relies on leaner, smarter, better-governed AI. Green AI CRM isn't anti-AI, it's anti-waste. Less compute, more value. Sobriety is precision, not deprivation. Intelligence when it matters, not constantly.
AI
Faced with increasingly demanding, connected, and volatile consumers, relationship marketing is undergoing a profound transformation. It’s no longer enough to know your customers - you need to anticipate their needs, personalize every interaction, and react in real time, all without compromising quality or trust.
This is where CRM-AI integration becomes a game changer.
A Customised Strategy
A tailored CRM strategy to optimize your customer relationships
Every company has its own challenges, customer journeys, processes and technology ecosystem. That is why we build a tailored CRM strategy aligned with your company vision and your marketing, sales and customer relationship objectives.
From the CRM audit through to CRM implementation, we structure your approach around data, customer knowledge and activation. The objective: turn your CRM into a genuine driver of customer relationships, loyalty and performance.
From the CRM audit through to CRM implementation, we structure your approach around data, customer knowledge and activation. The objective: turn your CRM into a genuine driver of customer relationships, loyalty and performance.
Customer data analysis and centralization
A high-performing CRM strategy relies on reliable, accessible and actionable data.
We analyze your data sources, tools and flows to identify silos, duplicates and friction points. We then support you in centralizing the information required to build a consistent customer view.
This approach improves your customer analytics and enables your teams to better understand the behaviors, needs and interactions of each segment.
We analyze your data sources, tools and flows to identify silos, duplicates and friction points. We then support you in centralizing the information required to build a consistent customer view.
This approach improves your customer analytics and enables your teams to better understand the behaviors, needs and interactions of each segment.
Advanced segmentation and personalization
Customer knowledge delivers its full value when it can be turned into action.
Using the data available in your CRM, we build segmentations tailored to your objectives: customer profile, behavior, purchase history, engagement level, lifecycle stage or customer value.
These segments make it possible to personalize communications, offers and journeys, strengthening the relevance of your customer relationship strategy and improving the experience across all touchpoints.
Using the data available in your CRM, we build segmentations tailored to your objectives: customer profile, behavior, purchase history, engagement level, lifecycle stage or customer value.
These segments make it possible to personalize communications, offers and journeys, strengthening the relevance of your customer relationship strategy and improving the experience across all touchpoints.
CRM workflow automation
We design and implement CRM workflows that automate marketing, sales and customer relationship processes.
Lead qualification and management, onboarding, follow-ups, nurturing, loyalty or reactivation: scenarios are built around your customer journeys and objectives.
Automation improves efficiency while ensuring more consistent and personalized interactions with your customers.
Lead qualification and management, onboarding, follow-ups, nurturing, loyalty or reactivation: scenarios are built around your customer journeys and objectives.
Automation improves efficiency while ensuring more consistent and personalized interactions with your customers.
Omnichannel integration
Your CRM must connect with your entire ecosystem.
As part of CRM implementation, we connect the different sources and platforms that support customer relationships: websites, e-commerce, marketing tools, sales solutions, customer service, points of sale and analytics platforms.
This integration enables better coordination of interactions and a consistent experience, regardless of the channel used by the customer.
As part of CRM implementation, we connect the different sources and platforms that support customer relationships: websites, e-commerce, marketing tools, sales solutions, customer service, points of sale and analytics platforms.
This integration enables better coordination of interactions and a consistent experience, regardless of the channel used by the customer.
CRM reporting, KPIs and continuous optimization
A CRM strategy must be measurable in order to evolve.
We work with you to define the most relevant CRM KPIs and build CRM reporting tailored to your objectives. Dashboards can track acquisition, conversion, engagement, loyalty, customer value and campaign performance.
Through customer analytics, we identify the behaviors and trends that help continuously improve your actions and CRM strategy.
We work with you to define the most relevant CRM KPIs and build CRM reporting tailored to your objectives. Dashboards can track acquisition, conversion, engagement, loyalty, customer value and campaign performance.
Through customer analytics, we identify the behaviors and trends that help continuously improve your actions and CRM strategy.