CRM ICT & Process Consulting

  • Go-to-market strategy development for new services
  • Multichannel organization, including innovative channels (Social, IoT, …)
  • Business Case for introduction of new services
  • TCO and ROI Analysis, CRM Opex/CAPEX Analysis
  • Process improvements in domain of Marketing, Sales and Customer Care (Including Contact Center Optimization)
  • Enterprise CRM Project Management
  • CRM Outsourcing negotiation and contract optimization


The new breed of customers is more aware and informed expecting to be served anytime, anywhere amid an endless variety of products and service channel options. They demand consistent experience across all channels, along with more control over the buying process, with a call for more personalized service, relevant messaging and offerings, and greater variety and value for money. The term CRM has many different interpretations. It is important to recognize that CRM is not just a technology but a set of capabilities, processes, strategies and technologies to manage end-to-end customer relationship – CRM.

Our advisory practice helps you across these dimensions of Customer Relationship Management (CRM) to help deliver a 360 degree view of the customer resulting in a more targeted customer relationship and improved customer experience thereby improving revenue and margins.

MICSAR has developed a range of partnerships with leading edge solution providers to complement its deep domain expertise enabling us to help deliver end-to-end world class capabilities. It is essential that the enterprise of the future focuses on the following dimensions to completely capture the value that the marketplace offers:

  • Provide targeted and differentiated products, services based on an analytics-enabled 360 degree view of customer
  • Offer a captivating customer experience across multiple channels
  • Promote customer brand advocacy in social media
  • Create a seamlessly integrated and customer experience driven value chain including marketing, sales, supply, support – enabled by mobility, collaboration and visibility

Our consulting practice has developed a comprehensive set of tools and frameworks to analyze and transform your CRM initiatives utilizing a business value and metrics-based perspective to drive revenue growth, improve margins, improve competitive positioning, enhance brand and customer loyalty and improve asset efficiency.

We can help you across a broad range of CRM capabilities ranging from sales management, contact center strategy, consolidation and optimization, marketing automation and customer support strategy. Our advisory service offerings include:

  • Technology Enabled Business Transformation
    • Process and Capabilities re-design
    • Business Policies and Requirements
    • Change Management
    • Solution Identification and Selection
    • Lean Process Design
    • Solution Business Specification
  • Revenue Growth and Profitability Enhancement
    • Customer Sales Transformation
    • Customer Service Excellence
    • Data Driven Insights
  • Capabilities Based Business Assessment & Performance Improvement
    • Market to Lead
    • Lead to Opportunity
    • Opportunity to Quote
    • Quote to Order
    • Order to Cash
    • End to End CX
  • CRM Innovation
    • Strategy
    • Marketing and Customer Analytics to Insight
    • Digital Transformation
    • Mobile Enablement
    • Innovative Channels (IoT, Social, Automated Interaction by Artificial Intelligence…)