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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. 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. Wir arbeiten fokussiert, pragmatisch und ergebnisorientiert – mit strukturierten Prozessen, intelligenter Priorisierung und einer konsequenten Ausrichtung auf Wertschöpfung.

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
“Customer centricity only unfolds its impact when it creates measurable added value.”
Profilbild von Dr. Markus Guthier, BCM. GmbH
Dr. Markus Guthier
Head of Customer Centric & Digital Transformation
“Sustainable business success arises where clarity meets consistent implementation.”
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.

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 Tool Evaluation with the BCM Tool Analyzer

Market growth and the expansion of your market share require tool-side support that helps you map your business processes digitally and with a high degree of automation. Only with a powerful back-end system is an efficient scaling of your business activities possible.

With an ERP tool evaluation using the BCM. Tool-Analyzer, you receive structured, objective decision support to find and implement the right ERP tool for you.

In a holistic requirements analysis, we validate the requirements catalog in the BCM. Tool-Analyzer and customize it to your specific needs. On this basis, we accompany an RFI process (Request for Information) with suitable tool providers.

Infographic on the topic of ERP tool evaluation, consisting of four dimensions presented as puzzle pieces: strategic, functional, economic, and technical.
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The vendors then conduct a tool demo or a Proof of Concept (PoC) based on previously defined use cases. Finally, the results from the RFI and the tool demo or PoC are evaluated and consolidated.

Through the ERP tool evaluation with the BCM. Tool-Analyzer, you receive a transparent and comprehensible decision recommendation for an ERP tool that suits you. This creates the prerequisites for setting up the “engine room” of your company in a scalable and future-ready manner for market growth and new business.

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. 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 defined measures and goals.

With AI-based customer management, cost drivers can be reduced without compromising the quality of your services or the customer experience. This creates new room for action for greater growth and economic stability.

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.

Process Management & Process Optimization

Many companies do a lot for their customers – yet internal processes in particular often cost more time, money, and energy than necessary.

Well-functioning customer-related processes and business processes are an important foundation for the quality of customer management and the smooth orchestration of your business activities. They represent important “Moments of Truth” and form a significant basis for customer satisfaction and loyalty, while offering substantial potential for efficiency gains and cost reduction.

In the field of Process Management & Process Optimization, we review your existing processes and process documentation and develop a process map as an overview of your customer-related and business processes.

Infographic with pyramid model on the topic of process management and implementation
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A process analysis reveals pain points & gaps as well as approaches for automation and digitalization, along with optimization potential for your processes, which we implement together with you.

With lean, digital, and optimized customer-related and business processes, you focus on what truly matters – your customers and employees – and deliver a first-class customer experience and optimal support, without the “old baggage” of media breaks, manual work steps, unclear responsibilities, and unnecessary complexity.