Business first
Technology is shaped by the commercial and customer outcome it needs to support.
We identify where commercial potential is being lost and how to acquire and develop customers more effectively.
We align the way sales, marketing and customer service teams work together.
We design CRM, data and integrations as tools that support business goals and day-to-day work.
Commercial opportunities get lost between marketing, sales and customer service. Teams work in different ways, customer information is fragmented and management lacks a reliable view of commercial performance.
Technology may already be in place, but it has not solved the underlying problem. Adoption is inconsistent, processes are disconnected and further development becomes a series of isolated requests without a shared direction.
We separate root causes from symptoms and identify the areas with the greatest commercial potential.
We design change so that it works for customers, users and company leadership.
We identify where customer management is losing commercial potential and what is preventing better results.
We review processes, roles, data, technology and user adoption.
Clear priorities, quick improvements and a recommended way forward.
We design future processes, roles, business architecture, data, integrations, technology and performance measurement.
The deliverable includes a roadmap and a brief for selecting a platform or implementation partner.
A shared view of the destination and a realistic delivery plan.
We provide senior leadership from the first decisions through launch and stabilisation.
We keep goals and priorities on track, represent the business and coordinate internal teams and vendors.
Clear direction and experienced leadership that helps the change reach the finish line.
We do not sell individual consultants by the hour. We take responsibility for a clearly defined change and its outcome.
Technology is shaped by the commercial and customer outcome it needs to support.
We are not tied to a particular CRM platform or implementation partner.
We do not stop at recommendations. We turn the design into a roadmap, delivery, adoption and measurable results.
An experienced partner leads the engagement. We add specialists only where they create specific value.
CRM People is led by Jan Hromas, who has been designing and leading change in sales, customer management and CRM for more than 20 years.
He has worked as a CRM manager, business architect, product owner, programme lead and consultant. His specialism is connecting business strategy with processes, data, technology and the day-to-day work of users.
CRM People assembles a small team of trusted specialists for each engagement. The client always works directly with the senior partner responsible for leading the work.
Financial services, automotive and life sciences in both local companies and international groups.
“CRM People provided invaluable support in the preparation of our marketing automation strategy. They helped us to identify the right business architecture and select the perfect solution for our needs. The team's deep understanding of customer journeys and use case design was critical in helping us to design new customer experience for Partners Bank. We appreciate expertise of CRM People in marketing automation. We were able to successfully implement our strategy thanks to their guidance and support.”
“Jan's expertise and strategic vision have been instrumental in transforming our CRM capabilities at the NLB Group. Jan helped us establish a new CRM organization and bring new talents onboard. The team, under Jan's leadership, developed and implemented a new direct marketing process, which has had a significant impact on our consumer lending segment. Jan also supported us with recommendations and planning for upgrading our technology platform. His ability to blend strategic foresight with practical implementation has been a key driver in our recent successes.”
“Jan has defined a state-of-the-art platform for individualized communication with our customers, and delivered a superb finished solution within a very tight time frame.”
“Jan introduced to our international network of importers and dealers new CRM strategy. His focus was not only on CRM tools, but also on necessary business processes, KPIs and user adoption.”
“Working with Jan at Raiffeisenbank was a great experience; as chief business architect he promptly and effectively outlined and led the definition of detailed business requirements and the overall delivery of our oCRM platform.”
“Jan's experience from Fintech start-up helped to structure our thinking how to approach our digital transformation. Jan supported us during digital guide definition, selecting the right CRM solution and scoping first delivery drops.”
In an initial conversation, we will discuss your current situation, the outcome you need and the main obstacles. If we are the right partner, we will recommend a concrete next step. If not, we will say so openly.