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Our customer management services are all about ensuring you have a holistic customer view, that provides customer insight and knowledge, and drives the right interaction through the right channels. Our services include strategy, planning, architecture & design, implementation & remediation, and assessments.
Our desired outcome is to deliver a superior customer experience in order to retain, acquire, and cross-sell / up-sell to customers. People interacting with an organisation perceive it as a single entity. However, many silos exist in organisations, especially in large and complex ones. CRM can help you bridge the gap between these silos by uniting all parts of your organisation to effectively sell to and service your customers. There are many aspects of CRM including:
- Operational CRM which focuses on Sales
and Service. This includes:
- Core systems that your employees use on a daily basis to service and sell to your customers – on the phone, in a retail environment, or in the field.
- Customer self-service channels such as your IVR, web site, and mobile apps.
- Partner channels that enable your organisation to collaborate with your partners so that they can service and sell to your customers in an effective manner.
- Analytical CRM which focuses on
Customer Insight and Marketing. This
includes:
- The use of data warehouses or data marts to generate customer insight.
- Using the customer insight to drive engaging, needs based conversations with your customers.
- Social CRM which addresses Social
Media and its impact on customers and organisations.
- These are the capabilities that your organisation needs to appropriately monitor, understand, and then act on conversations occurring within social media.
The Customer Experience Company has deep expertise in all aspects of CRM. We have been involved in some of the largest and most complex CRM programs in the world and we can apply that expertise to help you:
- Determine if and how you will benefit from a CRM Program. (CRM Strategy)
- Define what aspects of CRM to work on, when to work on it, and how to make it work. (CRM Planning)
- Design from an "outside-in" perspective considering the customer, multiple-channels, employees and other stakeholders. (CRM Architecture & Design)
- Provide strategic advice during the implementation phase, or even remediate a CRM implementation that has gone wrong (CRM Implementation & Remediation).
- Assess whether your CRM Program is ready and able to deliver the promised benefits (CRM Assessments)
We've helped a wide range of clients either understand and fix problems with their customer management, or set new goals and achieve higher performance than they first thought possible.
Contact us if you'd like to know more about how we can work with you.
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