|
Customer Relationship Management (CRM)
is a comprehensive strategy for managing,
directing, and optimizing the relationship with customers
from the first contact. It goes beyond customer satisfaction
or even customer loyalty to identify customer profitability
and how to maintain and enhance it. CRM is essentially
applying process improvement to the entire customer
interface.
 Benefits
- Reduces operating costs
- Increases level of customer retention
- Increases sales to existing customers
- Increases probability of sales to new customers
- Allocates marketing expenses more efficiently
Approach
Our approach to CRM involves the following
stages and strategies:
- Customer Needs — identify
and prioritize the customer’s needs and
expectations including the Voice of the Customer,
House of Quality, Quality Function Development,
Focus Groups, and Customer Surveys.
- Customer Satisfaction and Loyalty
— develop a system to obtain and retain
customer perceptions and experiences with various
feedback strategies complaints, surveys, interviews,
guarantees—and develop metrics and strategies
to measure and improve customer satisfaction.
- Customer Service — develop
strategies for executing customer service strategies
like positive people skills, attention to detail,
rapid response, etc.
- Multiple Customer Management
— set and manage priorities to avoid and
resolve existing customer requirements and demands
and develop a system to allocate and manage resources
to manage the needs of multiple and diverse customers
Would you like Customer Relationship Management in
your organization? Let’s Talk
|
