Customer management strategy

We work with clients to devise, develop, review and implement customer management and customer contact channel strategies that deliver a step change in performance and quality, in the most cost-effective fashion.

Many organisations lack a cohesive, meaningful customer management strategy that aligns with the rest of their corporate and commercial strategic plans. This is often linked with the lack of a contact channel strategy that defines the relationship of sales and service channels to each other, and the level of integration between them. In addition, businesses are under constant pressure to achieve better results with less resource, typically:

• increased sales
• customer retention
• increased service quality and satisfaction
• elimination of unnecessary contact
• reduction in cost and waste
• modernisation of customer service offering (against competition)
• increased ROI on new products and implementations
• increased flexibility.

Approach

Our approach to Contact Handling and Channel Strategy projects typically follow a defined framework:

Figure 1: Strategic management framework

Principles

It is critical for clients that strategy definition framework delivers real, meaningful outputs in a short timescale, As such we construct projects that adhere to the following principals:

• projects are comprised of a small, tightly coordinated team
• projects derive tangible and justifiable answers to the questions posed – getting the basics right
• projects deliver a pragmatic plan that embraces existing initiatives and provides a joined up roadmap of prioritised, doable actions or ‘projects’ to be implemented over the next period
• projects draw upon previous analysis and recent data so as not to duplicate work already undertaken.