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Philosophy

Leading consultancy for ERP, digital, and customer-centric solutions

BCM. Management team in a meeting: Jana Hirte, Dr. Markus Guthier, Astrid Hamele, Thomas Hamele

Excellent customer relationships and sustainable business success are no coincidence. They are the result of clear strategies, consistent implementation, and resilient structures.

BCM. Management team in a meeting: Dr. Markus Guthier and Thomas Hamele

Excellent customer relationships and sustainable business success are no coincidence. They are the result of clear strategies, consistent implementation, and resilient structures.

At BCM. Best Customer Management GmbH, we are convinced: Sustainable business success is created where your most valuable customers are managed consciously, systematically, and in partnership. For us, Best Customer Management means strategically developing relationships, tapping into potentials in a data- and benefit-oriented manner, and creating measurable added value for both sides.

The focus is on the human being – supported by trust, relevance, and genuine partnership.

At the same time, we know: A lasting impact only occurs when strategy, processes, and systems interact seamlessly.

As a boutique consultancy, we therefore combine Best Customer Management with Enterprise Management (ERP) and create the structural prerequisites to steer, scale, and align customer relationships sustainably and for the future.

As a boutique consultancy, we therefore combine Best Customer Management with Enterprise Management (ERP) and create the structural prerequisites to steer, scale, and align customer relationships sustainably and for the future.

Our approach is clear, effective, and sustainable. We work in a focused, pragmatic, and result-oriented manner – with structured processes, intelligent prioritization, and a consistent focus on value creation.

Our approach is clear, effective, and sustainable. We work in a focused, pragmatic, and result-oriented manner – with structured processes, intelligent prioritization, and a consistent focus on value creation.

BCM. Management-Team: Astrid Hamele, Dr. Markus Guthier, Jana Hirte, Thomas Hamele

We draw on multiple award-winning consulting approaches.

With the BCM. Tool-Analyzer, we have a proven instrument for the structured and objective evaluation of CRM and ERP systems. In addition, our unique Maturity Model for CRM, ERP, and AI enables us to evaluate organizations holistically, make fields of development transparent, and derive targeted, realistic transformation paths.

Theory is only relevant to us if it is reflected in concrete, measurable results.

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Our Values

Our work is driven by a clear attitude. It determines how we think, decide, and act. Our values are not a theoretical mission statement, but the benchmark for our consulting.

Clarity & Substance

We provide orientation in complex issues and make connections understandable. Sound analysis, clean structure, and comprehensible argumentation form the basis of our recommendations and decisions.

Customer Centricity with Impact

Customer experiences are the measure of our actions and our solutions. We consistently combine Customer Experience with measurable Business Value and align measures to achieve a lasting impact for both sides.

Partnership at Eye Level

We work openly, honestly, and in partnership with our clients and partners. Sustainable solutions arise for us where trust, transparency, and shared responsibility form the basis of cooperation.

Excellence & Further Development

High quality is our ambition in every project. We remain curious, willing to learn, and continuously develop ourselves professionally and personally in order to offer our clients lasting added value.

Responsibility & Reliability

We stand by our recommendations, decisions, and results. Commitment, transparency, and a responsible use of resources characterize our work and our understanding of sustainable consulting.
“For us, partnership means sharing responsibility and developing solutions together.”
Profilbild von Astrid Hamele, BCM. GmbH
Astrid Hamele
Head of Business Development & Partner Management
“Structure, transparency, and reliability are the foundation of every successful transformation.”
Profilbild von Jana Hirte, BCM. GmbH
Jana Hirte
Head of Data Management & AI
„Kundenzentrierung entfaltet ihre Wirkung erst dann, wenn sie messbaren Mehrwert schafft.“
Profilbild von Dr. Markus Guthier, BCM. GmbH
Dr. Markus Guthier
Head of Customer Centric & Digital Transformation
„Nachhaltiger Unternehmenserfolg entsteht dort, wo Klarheit auf konsequente Umsetzung trifft.“
Profilbild von Thomas Hamele, BCM. GmbH
Thomas U. Hamele
Founder, Managing Director of BCM. GmbH,
Trusted Advisor CRM, CX, ERP
About our team

Our Mission:
Your sustainable business success

Customer Acquisition & Retention

Lack of customer insights complicates acquisition and retention. We provide the insights needed for targeted, successful measures.

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Secure and Increase
Revenue & Profit

A lack of transparency regarding KPIs reduces revenue and profit. We create the basis for decision-making to ensure sustainable earnings growth.

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More Efficient Processes &
Optimized Workflows

Lack of transparency in processes reduces efficiency and performance. We create clear structures for smooth workflows.

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Increase Market Share &
Acquire New Customers

Unclear target groups and market positioning hinder your growth. We create the focus needed for successful new customer acquisition.

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We look forward to your inquiry

Whether it’s an initial idea or a specific project: we listen, think along with you, and develop tailor-made solutions together. Talk to us about your goals – we look forward to getting to know and supporting you.

Or give us a call

at +49 (0) 172 4142 255

We look forward to meeting you!
Yours, Thomas Hamele

We look forward to meeting you!
Yours, Thomas Hamele

Profile pic of Thomas Hamele, BCM. GmbH

BCM. Maturity Assessment Customer Management (CM)

Many companies invest heavily in marketing, sales, and systems – yet the results often fall short of expectations. One difficulty is that while many individual initiatives for customer acquisition and retention exist, a coherent overall picture and a coordinated orchestration are missing.

In the Maturity Assessment Customer Management (CM), we conduct a joint maturity workshop with you to perform a “positioning” of your status quo and define your desired target maturity level. A gap analysis between the current situation and the desired ambition level provides insights into the necessary measures to be implemented in the respective CM dimensions. The derived CM measures for achieving the target maturity level form the basis for a prioritized implementation roadmap.

Infographic illustrating the BCM. maturity model for evaluating existing Customer Management.
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The structured approach of the BCM. Maturity Assessment Customer Management (CM) creates a holistic, shared understanding among the various CM areas and relevant stakeholders, and develops a strategic blueprint. This broadens the perspective from individual measures to a comprehensive overall picture and outlines the necessary steps to ensure that the individual initiatives work together optimally. Through the concerted orchestration of these measures, you lay the foundation for attracting attractive customers and building long-term relationships with your valuable existing customers.

CRM Tool Evaluation with the BCM Tool Analyzer

Acquiring promising new customers and retaining valuable existing customers requires a suitable CRM ecosystem for operational implementation. The challenge is to find, among the multitude of CRM tools, the right solution that optimally supports you in customer acquisition and retention.

With a CRM tool evaluation, you receive structured, objective decision support to find and implement the right CRM tool for you.

With the BCM. Tool-Analyzer, we first identify fundamentally suitable CRM tool candidates based on your requirements.

Infographic illustrating the BCM. Tool Analyzer for vendor-independent recommendation of a suitable CRM tool.
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On this basis, we accompany an RFI process (Request for Information), during which the providers also conduct a tool demo or a Proof of Concept (PoC) based on previously defined use cases. Through a final evaluation and result consolidation, you receive a transparent, neutral, and comprehensible decision recommendation for a CRM tool or CRM ecosystem that suits you.

A suitable CRM tool or CRM ecosystem is an important foundation for implementing your customer acquisition and retention measures in a goal-oriented, efficient, and automated way – allowing you to achieve your CRM objectives.

Business Analysis, Requirements Management & Functional Design

A lack of clarity and structure regarding goals & requirements jeopardizes the implementation and success of measures to acquire attractive new customers and retain valuable existing customers, as well as the generation of measurable business value.

Based on the business analysis of functional processes and domains, we holistically derive requirements and support you in requirements management. We bring a broad “methodological toolkit” that we apply situationally and embed in your preferred project methodology (classical, hybrid, or agile).

Infographic illustrating the project methodologies used: classical, hybrid, agile – within our offerings for Business Analysis, Requirements Management & Functional Design.
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The detailing of your requirements for implementation is carried out via functional concepts, technical specifications, or epics and user stories, depending on the project methodology and approach used.

Together with you, we thereby create the foundation for the procedural, organizational, and technical implementation of coordinated measures for new customer acquisition, loyalty building, and long-term retention of your existing customers.

Project Steering & Implementation Management

Even when your requirements for measures to acquire new customers and retain existing ones are clearly defined and a “clean” conceptual foundation is in place, implementation projects can still fail without clear steering of project teams from the business side, IT, and external service providers.

In the field of Project Steering & Implementation Management, we support you, for example, in the selection and management of a suitable IT tool implementation partner.

In addition, together with you, we bring your requirements to implementation readiness and steer their implementation in the IT tool to be implemented in close coordination with the project team and the implementation partner.

Infographic on the topic of project steering and implementation management, consisting of tool analysis, conception, and implementation.
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Through continuous change management, we ensure early user involvement and thus promote the acceptance that is of decisive importance for the success of the project.

Proactive project steering and a holistic management of your implementation projects ensure that your projects for customer acquisition and retention are successfully implemented and “really take off.”

ERP-Toolevaluierung mit dem BCM. Tool-Analyzer

Marktwachstum und der Ausbau eigener Marktanteile erfordert eine Tool-seitige Unterstützung, die Ihnen hilft, Ihre Geschäftsprozesse digital und mit hohem Automatisierungsgrad abzubilden. Nur mit einem leistungsfähigen Backend-System ist eine effiziente Skalierung Ihrer Geschäftsaktivitäten möglich.

Mit einer ERP-Toolevaluierung mit dem BCM. Tool-Analyzer erhalten Sie eine strukturierte und objektivierte Entscheidungsunterstützung, um das für Sie passende ERP-Tool zu finden und einzuführen.

In einer ganzheitlichen Anforderungsanalyse validieren wir den Anforderungskatalog im BCM. Tool-Analyzer und individualisieren diesen auf Ihre spezifischen Bedürfnisse. Auf dieser Grundlage begleiten wir einen RFI-Prozess (Request for Information) mit geeigneten Tool-Anbietern.

Infografik zum Thema ERP-Toolevaluierung, bestehend aus vier Dimensionen, die als Puzzlesteine dargestellt sind: strategisch, funtional, ökonomisch und technisch.
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Die Vendoren führen anschließend eine Tool-Demo bzw. einen Proof of Concept (PoC) auf Basis zuvor definierter Use Cases durch. Abschließend erfolgt die finale Auswertung und Ergebniskonsolidierung aus dem RFI und aus Tool-Demo bzw. PoC.

Durch die ERP-Toolevaluierung mit dem BCM. Tool-Analyzer erhalten Sie eine transparente und nachvollziehbare Entscheidungsempfehlung für ein für Sie geeignetes ERP-Tool. Damit schaffen Sie die Voraussetzungen, den “Maschinenraum” Ihres Unternehmens skalierbar und zukunftsfähig für Marktwachstum und Neugeschäft aufzustellen.

AI Strategy & AI Use Cases in Customer Management (CM)

Securing and increasing revenue and profitability is often constrained by high costs and inefficiencies in the orchestration of business processes. “Classical” customer management approaches frequently reach their limits here, as conflicts of objectives can arise, for example, between cost efficiency and the creation of a high customer experience.

AI-based customer management can provide a remedy in this regard and resolve these conflicts of objectives. However, a targeted transformation requires a suitable and implementable AI strategy. With its help, relevant use cases can be identified and the necessary data foundations and platforms as well as the procedural, organizational, and technical requirements for a data-driven transformation can be created.

Infographic of our AI strategy and AI use case canvas
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Based on the prioritized AI use cases and the previously clearly defined strategic guardrails, the AI strategy is then elaborated and detailed. An implementation roadmap and the planning of the transformation initiatives then create the prerequisites for a consistent and systematic implementation of the measures and goals defined in the AI strategy.

Mit AI-basiertem Customer Management kann die Reduktion von Kostentreibern ohne Einschränkungen der Qualität Ihrer Leistungen und ohne Einbußen bei der Customer Experience erfolgen. Dadurch schaffen Sie neue Handlungsspielräume für mehr Wachstum und wirtschaftliche Stabilität.

BCM. Maturity Assessment Data-driven Organization

Revenue growth does not automatically mean greater profitability – for example, when it comes with high sales and service costs. In addition, companies often lack a suitable, fact-based decision foundation for focusing on high-value customers.

Data and the resulting insights about customers as well as their needs and preferences, the value of business relationships, and the steering of business processes & corporate goals are therefore more than ever a critical success factor.

Infographic in the form of a process diagram for Data Driven Organization
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In the BCM. Maturity Assessment Data-driven Organization, we work with you in a maturity workshop to develop an as-is and target image for your company as a data-driven organization and conduct a gap analysis. On this basis, measures and recommendations for action are then derived for each maturity dimension. An implementation roadmap locates the measures to be implemented “on the timeline” and serves as the basis for a systematic implementation of the transformation path toward a data-driven organization.

As a data-driven organization, you have the necessary transparency and decision foundation to steer your business. This gives you decisive levers to uncover correlations, focus on high-value, profitable customers, and thereby secure and increase your revenue and profits.

Prozess-Management & Prozess-Optimierung

Viele Unternehmen leisten viel für Ihre Kund:innen – doch insbesondere interne Abläufe kosten oft mehr Zeit, Geld und Energie als nötig.

Dabei sind gut funktionierende, kundenbezogene Prozesse und Geschäftsprozesse eine wichtige Grundlage für die Qualität des Customer Managements und die reibungslose Orchestrierung Ihrer Geschäftsaktivitäten. Sie stellen wichtige „Moments of Truth“ dar und sind eine bedeutende Basis für Kundenzufriedenheit und -loyalität und bieten signifikante Effizienz- und Kostenpotenziale.

Im Themenfeld Prozess-Management & Prozess-Optimierung sichten wir Ihre bestehenden Prozesse und Prozess-Dokumentationen und erarbeiten eine Process-Map als Überblick über Ihre kundenbezogenen Prozesse und Geschäftsprozesse. 

Infografik mit Pyramidenmodell zum Thema Prozessmanagement und Implementierung
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Eine Prozessanalyse zeigt Pain-Points & Gaps und Ansätze für die Automatisierung und Digitalisierung sowie Optimierungspotenziale Ihrer Prozesse auf, die wir gemeinsam mit Ihnen umsetzen.

Mit schlanken, digitalen und optimierten kundenbezogenen Prozessen und Geschäftsprozessen fokussieren Sie sich auf das Wesentliche – Ihre Kund:innen und Mitarbeiter:innen – und bieten eine erstklassige Customer Experience und optimale Unterstützung ohne “alten Ballast” in Form von Medienbrüchen, manuellen Arbeitsschritten, unklaren Verantwortlichkeiten und unnötiger Komplexität.