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FANOMICS® Book

BCM. GmbH is co-author of the English edition of FANOMICS®, a management handbook for sustainable success through excellent customer relationships. The book shows how companies – regardless of size or industry – can turn their customers into true fans and thereby sustainably increase their economic success.  

The Fan Principle and FANOMICS provide orientation in times of change and increasing complexity, create meaning through valuable relationships and forward-looking action, and clearly focus on a company’s most valuable resources: its customers and employees.

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Business Analysis, Requirements Management & Functional Design

A lack of clarity and structure regarding goals & requirements jeopardizes the success of projects and investments. Through structured business analysis, holistic requirements management, and targeted functional design, a shared understanding is created and an efficient implementation with measurable business value is enabled.
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BCM. Maturity Assessment Customer Management (CM)

A customer-centric and needs-oriented corporate alignment is more than ever a differentiating competitive factor today. This can only be achieved through a coherent interplay of various CM dimensions. The BCM. Maturity Assessment CM helps you with a structured positioning & target definition on your “CM journey.”
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AI-Strategy & AI-Use Cases in Customer Management (CM)

“Classical” CM approaches often reach their limits when it comes to optimizing customer management objectives (high CX, cost efficiency, scalability & business growth), as they can only optimize these objectives simultaneously to a limited extent. AI-based CM can provide a remedy here, but requires an AI strategy for targeted implementation.
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BCM. Maturity Assessment Data-driven Organization

Data and the resulting insights about customers, the value of business relationships, and the steering of business processes & corporate goals are more than ever a critical competitive factor. With the BCM. Maturity Assessment Data-driven Organization, you consistently align your company as a data-driven organization.
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Process Management & Process Optimization

Well-functioning customer-related processes are an important foundation for the quality of customer management. For customers, they represent important “Moments of Truth” and form an essential basis for customer satisfaction and loyalty. For companies, digital and lean processes offer potential for efficiency gains and cost reductions in customer management.
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CRM Tool Evaluation with the BCM Tool Analyzer

The operationalization of your CRM strategy requires tool-side support that helps you align with your customers and their needs while reducing complexity. With a CRM tool evaluation, you receive structured, objective decision support to find and implement the right CRM tool for you.
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ERP Tool Evaluation with the BCM Tool Analyzer

The operationalization of your ERP strategy requires tool-side support that helps you handle your business processes digitally, efficiently, and with a high degree of automation. With an ERP tool evaluation, you receive structured, objective decision support to find and implement the right ERP tool for you.
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Project Steering & Implementation Management

Adequate IT support is the prerequisite for the effective and efficient orchestration of your business processes and for supporting your customers & employees. This requires that your functional and technical requirements are implemented appropriately, your processes are optimally designed, and the implementation project is proactively managed.
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BCM. Best Customer Management GmbH is committed to protecting and respecting your privacy. We use your personal information only to manage your account and to provide the products and services you have requested. From time to time, we would like to contact you about our products and services, as well as other content that may be of interest to you.

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**You can unsubscribe from these communications at any time. For more information on unsubscribing, our privacy practices, and how we protect and respect your privacy, please see our Privacy Policy. By clicking “Submit” below, you consent to BCM. Best Customer Management. GmbH storing and processing the personal information provided above to provide you with the requested content.

BCM. Best Customer Management GmbH is committed to protecting and respecting your privacy. We use your personal information only to manage your account and to provide the products and services you have requested. From time to time, we would like to contact you about our products and services, as well as other content that may be of interest to you.

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.

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.”

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.

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.