TLC has the expertise and experience to help organisations develop their CRM strategy and infrastructure. TLC follows the steps below when developing a CRM plan.

1. Determine mission and objectives;
2. Data diagnosis of the key client data;
3. Gather data and knowledge on the client;
4. Specify and define the client groups;
5. Develop client-group specific contact strategies, aimed at client retention, client-satisfaction and acquisition;
6. Define ICT and CRM requirements, and, if desired, link the systems involved to own front or back end or those of partners;
7. Identify key issues related to implementation;
8. Determine investment level;
9. Draw up strategic and operational CRM plan and implementation.