If you are not thinking about customers, you are not thinking. (Ted Levitt)
(Click on any of the choices above for more information)
If your executives have made the decision to better manage customer relationships, you need to understand your current capabilities and opportunities.
We believe that there are a number of areas that need to be assessed…
Analysis and planning processes in your business relating to customer management and customer service
Understanding customers’ needs and expectations, and, more importantly, how they experience the journey through your business
Understanding customers’ perceptions of what you offer them and how
The customer value proposition
The way in which you are differentiated from your rivals, and your knowledge of your direct and indirect competitors
The way in which you acquire new customers
How customers are managed once they have “signed up” and delivery occurs
What you are doing to retain your customers, analyse their value to your organisation, and grow/develop their business
How you can constantly and continuously add value in an innovative and worthwhile manner
How efficiently you service your customers and reducing the cost to serve them
The way in which your company deals problems, complaints and lost customers
The measures and metrics used to monitor loyalty and customer development
The quality and use of customer information
The way in which you use your processes, systems, and new technology to add value for customers and for your business in the digital age
The skills and competences of all of the people who work in your business, especially when dealing with customers, (for both front line and back office staff)
The commitment, motivation and desire of all your people, and the sense of engagement that they feel. (Through effective leadership and inspiration ability of managers)
How well you fare compared to other companies in your industry
How well you learn from the best practices in customer management worldwide
We have a number of proprietary tools to help you to understand all of these aspects of your company’s architecture and infrastructure, and which can be used to plan future activity in a manner which guarantees success. Although there are pen-and-paper surveys and questionnaires, we also recommend that 90-minute interviews with carefully selected staff at all levels and from a number of functions will generate the best information.
“At the end of the day, it's about building your business around customers and finding ways to help them grow, that will make you succeed.”
(Jeff Imelt, Chairman and CEO, General Electric Company)
