The issue

Until recently the customer has been somewhat excluded from a company's strategic planning which was mainly focused on increasing sales and profitability as well as increasing market share. The globalization of markets and their opening to international competition has put customer retention at the forefront of companies strategic planning.

Key factors of success

Our numerous assignments have helped us identify some key points in defining
a relevant customer relationship strategy.

Clearly identify key objectives:

  •  Customer retention.
  •  Up selling and cross selling with existing customers.
  •  Recruiting new customers.
    		•

    Translate the objectives in an overall annual action plan covering the key aspects
    of the customer relationship:

  •  Measuring customer satisfaction and confidence and collecting feed back.
  •  Development of new value added services.
  •  Sales process efficiency.
  •  Attitudes and behaviours of personnel in contact with customers.
    		•


    WHY CONSULTING services

    Diagnostic of the customer relationship:

  •  Internal customers: comparisons of customer relationship practices
         with proven best practices.
  •  External customers: customer interviews on strengths and weaknesses
         of the company regarding their needs and expectations.
    		•

    Assistance in defining a relevant customer relationship strategy:

  •  Identification of main projects.
  •  Projects management.
    		•


    Specificities of our approach

    Our global approach of customer relationship management allows us to help you identify the key factors for driving "customer focus change" in your organization.

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