Boyden Report Finds C-Suite Rapidly Evolving CRM to Boost Growth

New York, March 07, 2018 -- CEO and senior management leadership are critical to the success of Customer Relationship Management (CRM) strategies, according to the Executive Monitor Report released today by Boyden.  

Allan Marks is a Managing Partner of Boyden Australia and heads the firm’s CEO & Board Services Practice in Asia Pacific Doug Ehrenkranz is a Managing Partner of Boyden United States and Leader of the firm’s Consumer/Retail Practice in the Americas

The report explores the challenges and opportunities associated with the implementation of a CRM strategy, addressing the following issue

• CRM must be fully integrated into business processes at all corporate levels to ensure alignment and compliance
• Significant resources and human capital investment are necessary to appropriately elevate the initiative and encourage full engagement

Boyden's Executive Monitor report, The C-Suite: Evolving Client Relationship Management, discusses the progress of CRM across industries and sectors, emphasizing the critical role of executive leadership and endorsement. Though the entire company must align around CRM and engage with the tools, executives, particularly the CEO, CDO, CMO and CIO, must elevate and spearhead the initiative.

The report is supported by in-depth interviews with Boyden partners and executives including Desmond Edwards, Former Group Vice President of Digital Innovation of Bloomin' Brands and Alex Sabbag, Former Chief Marketing Officer of Swiss department store chain MANOR.

“CRM has wide implications across the company, bringing an element of operations and planning, touching accounting and finance, and revolutionizing marketing and sales. CRM is a discussion for the entire company,” said Doug Ehrenkranz, Managing Partner of Boyden United States and Americas Leader of the firm’s Consumer & Retail Practice.

The report also focuses on new opportunities and benefits to be gained from advancing CRM:

• CRM synthesizes data from various sources to paint a more detailed and accurate picture of customer needs and preferences
• Insights gleaned allow companies to tailor customer interactions, resulting in more efficient exchanges and elevated customer experiences
• CRM provides direction for more effective management of revenues, expenses, and product inventories
• With CRM tools, companies can ensure that promotions and campaigns reach and influence the appropriate target audience

“Consistency and compliance are, in fact, prerequisites for a CRM program. The higher the rate of coherence, the faster the strategy will work and the deeper the insights will be,” explained Steve Nilsen, Partner of Boyden United States.

“It is vital that the C-suite lead the CRM efforts because it requires a re-examination of what information is necessary and how to predict for that,” added Allan Marks, Managing Partner of Boyden Australia and APAC Leader of the CEO and Board Services Practice. “Without being driven at that level, CRM implementation and compliance simply will not work.”

About Boyden

Boyden is a premier leadership and talent advisory firm with more than 65 offices in over 40 countries. Our global reach enables us to serve client needs anywhere they conduct business. We connect great companies with great leaders through executive search, interim management and leadership consulting solutions. For further information, please visit www.boyden.com.

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A photo accompanying this announcement is available at http://www.globenewswire.com/NewsRoom/AttachmentNg/3947206e-722c-4e11-9a2b-164b084fc416

Dan Margolis
Boyden
+1 (213) 452-6472
[email protected]

Allan Marks
Boyden Australia
+61 2 9225 7400
[email protected]