Electronics manufacturer increases value of CRM investment

Client Results Story

Opportunity
Client is a leading manufacturer of consumer electronics, personal computers and peripherals. ConsumerTechCo faced a rapidly maturing market characterized by consolidation and commoditization.

To drive growth and profits, ConsumerTechCo made a significant investment (approximately $100 million) in time and resources to bring a CRM (Customer Relationship Management) solution online. Industry benchmarks suggested the CRM solution could generate $100-$300 million in bottom line benefits. However, there was no business ownership/accountability for the project, and thus no path defined for realizing any tangible business value from the investment.

ConsumerTechCo asked Bain to advise on the following issues:
  • What is the true full potential value of the CRM solution to ConsumerTechCo?
    • How does it map to specific functions and activities?
  • How can ConsumerTechCo identify and extract the maximum value from the CRM implementation?
    • What can be done to accelerate value realization? 

View Approach

Approach
Bain used comprehensive steps to define a clear CRM strategy and practical action plan.

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View Recommendations

Recommendations
Bain identified the full potential value of the CRM solution and recommended strategies for capturing the value from CRM implementation.

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View Results

Results
Bain identified more than $200 million in value for the client within the first 2 months.

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