Customer relationship management

Improve customer experience and increase revenue growth.


Digital disruption is forcing companies to transform at an accelerated pace—with a further push caused by effects of COVID-19.

Rapidly evolving customer expectations and disruptive technologies are creating an even more urgent need for companies to digitally transform.

Our customer relationship management (CRM) specialists can work with you during all stages of transformation: from pre-implementation of CRM technology to the implementation itself and then post-implementation—to help assure return on investment. Basing decisions on customer data analysis and insights, we will team with you to select, design, deploy, and optimize technologies that enable an increase in sales productivity and speed up profitable revenue growth. 

The implementation of CRM technology also results in automating and enforcing consistent sales processes, providing you with visibility to your opportunity pipeline, and sharing data across sales and service teams so you can improve customer experience. Transformation can enable you to:

  • improve sales forecasting
  • maximize return on technology investments
  • improve data capture, management, and governance


How we help clients

Pre-implementation services – Develop the implementation strategy, select your vendor, conduct spot diagnostics, and begin the design process.

Implementation services for Salesforce or Microsoft platforms – Gather requirements, carry out the design process, research criteria, train your people on the system, and test it. KPMG data & analytics specialists can assist with data integration.

Post-implementation services – Recommend ways to evolve your business operating model to meet your objectives, especially if you've already shifted CRM to the cloud and are not getting good return on investment.

Our people

Michael Herman

Michael Herman

Principal, Advisory, C&O Financial Services, KPMG US

Julio J. Hernandez

Julio J. Hernandez

Global and U.S. Customer Advisory Lead, KPMG US