Our Spectrum of Services: at a glance

Strategic CRM

Our expertise spans the entire CRM value creation chain, from the initial consultation to the implementation of individual projects. In other words, we take care of the entire CRM life cycle which begins with customer information and customer knowledge and goes on to include business optimisation (products, services and processes), customer dialogues (for example campaign management) and customer loyalty programmes which are essential to the success of any business. Our international network of CRM experts will ensure the same success for your business, no matter what part of the world you are in.

Conceptual Design

MCS analyses your customer management status quo using a specially developed CRM audit tool to create your own customer relationship typology. From this we develop concrete recommendations for action including a business plan if desired.

Make-or-Buy Decision Making

MCS prepares the basis for make-or-buy decision making and accompanies you throughout the entire decision making process – from the choice of suitable outsourcing service providers and the resulting negotiations to implementation level. We provide comprehensive know-how in the BPO (Business Process Outsourcing) market as well as having extensive contacts for CRM process service providers.

Process Management

We initiate and optimise your CRM processes and determine measurement values and/or reference variables and controls and implement control processes.

Customer Services

In the area of customer services we offer the full range of support from choosing an appropriate call centre service provider, or the set up of a call or service centre team, to the definition of customer processes and the complete maintenance of your service segment (including complaints management).

Direct Marketing

In the area of direct marketing we have built up a solid knowledge base: with the detailed experiential data that we have amassed over the years – starting with addressing, testing environments and processes to Best Practice evaluation, reporting and marketing success controls.

Customer Loyalty Programmes

MCS can help you in the evaluation of your customer loyalty activities and will create a unique business concept for you, including business modelling and a business case. We’ll also be happy to assist when it comes to implementing and setting up a customer loyalty programme. Here we’ll make use of our many years of experience with a wide variety of loyalty systems (including Payback).

Database Analysis

Collecting, processing and analysing the ‘right’ customer and transaction data, so that you can gain customer insight is a science. Our experts can help you extract considerable value through the analysis of customer and behavioural data to develop undiscovered potential in both existing and non-customers. We also work together with international specialists in this area.

Business Development, Project and Interim Management

MCS can accompany you from the point of conception to the successful implementation of your business plan – whether you want to introduce a new product or service, need support in the form of project or interim management, or just want to expand your business. You’ll profit from our intercultural background if you plan to go more international.