Markets
Engineering offers a wide range of products, services and projects, organised in 11 portfolio areas.
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Technologies
Engineering complements its offerings by grounding the value of technologies that enable Clients in Digital Transformation.
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Platforms
With 40 years of experience, we have developed a portfolio of proprietary platforms, frameworks and tools for the digital transformation of our Clients' business processes.
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Papers
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Stories
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Podcasts
Listen to Engineering podcasts on computing and technology: AI, Big Data, Blockchain, Cloud, Cybersecurity, IoT and more...
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Events
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Solutions
CRM & Digital CX Consulting Services
We support organizations throughout the Digital Transformation process, defining customer driven processes through a clear and shared strategy between the various corporate stakeholders.
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Our CRM & Digital CX Consulting team is the competence center that focuses on the optimization of sales processes, relationship and digital marketing, customer care / after-sales and E-commerce.
Our consulting approach is based on the design and management of innovative solutions in areas where digital transformation produces the greatest changes in the Customer Journey and in the user experience.
Skills and methodological approach
We have extensive experience with the leading CRM, Digital Marketing, and E-commerce platforms, as well as in the implementation and/or integration within the client's digital ecosystems. We are always up to date with new technologies and market trends.
Our team leverages the professional expertise of established Business & Process Consultants: marketing experts, PMO, professionals in sales and customer services, and market analysts.
With our methodological approach, we complete and combine the capabilities of our Engineering competence centers and our partners in delivering projects or initiatives in the areas of CRM, UX, and Digital Transformation.
At the conclusion of each project, we promote the identification and evolution of company analytics, allowing the transition from a descriptive model to a predictive model, supported by Advanced Analytics and Artificial Intelligence technologies.
Project phases
At Engineering, we guide our clients through the entire project lifecycle.
Upstream of the implementation phase, we define the strategy, map customer relationship processes, and assist in technological and application choices.
Downstream of the technological implementation phase, we support our clients in managing the entire transformation program and facilitate the adoption of new technologies through our Change Management and User Adoption services.
We organize training courses and specific seminars on topics related to the development of strategies, processes, and technologies for successful CRM and CX, enhancing company resources and management capabilities.
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Customer Satisfaction
Data and Processes: the two pillars of a high-performing Customer Relationship Management
The meaning of the initialism CRM (Customer Relationship Management) itself suggests also its main objective: to manage the brand's relationship with existing and potential customers.
To achieve this goal with the support of technology, the two main assets upon which everything centres are data and processes. Without data there is no CRM, and without clear and defined processes software cannot perform efficiently.
To learn more, read our White Paper.
CRM: Customer Relationship Management
Find out how we define, manage and evolve CRM processes and strategies, redesigning the relationships between companies and customers.
CRM Observatory
CRM Observatory is a survey that closely monitors the evolution of CRM and its level of maturity in companies in Italy.
Since its first edition in 2015, it has focused on one trend in particular, moving from Marketing Automation to E-commerce to the latest edition that explored the convergence of CRM and Digital Transformation.
Designed and promoted by C-Direct Consulting, it has been carried out in close collaboration with Engineering's CRM & Digital CX Consulting team since 2020.
Our Stories
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