Customer engagement strives to deepen an organization’s relationship with its current customers as well as establish new, high-value customer relationships.
We can help you develop and align a strategic vision for how you will engage and support your customers across channels, throughout the customer life cycle.
To do this, we work with you to understand who your customers are, what your brand is, how your brand is perceived and what value your organization uniquely provides. This enables you to make informed decisions about investments needed, and those needed first with a strategic roadmap tied to your business drivers.
An informed customer intelligence strategy depends on a thorough understanding of your customers: who they are, why they do business with you and how they choose to conduct that business.
Key to that understanding isn’t necessarily more data, but making the most out of the customer data available and maximizing the processes and tools that bring customer insight to the forefront.
To help you use customer data for actionable insight, we can perform a Customer Intelligence Assessment to examine how you gather, store and use customer data. We then make recommendations concerning changes to the tools and processes in place to enable the clients to gain a deeper understanding of their most valuable customers.
LEARN HOW LEADING ORGANIZATIONS ALIGN CUSTOMER FOCUSED KPI’S ACROSS BUSINESS UNITS
Sales Force Effectiveness is an approach to improving the overall performance of your sales organization with customized sales processes, governance and technology recommendations targeted to increase revenue, reduce defection and increase staff retention.
Our teams will conduct a discovery that covers all aspects of your organization including sales processes, rules guiding sales activities, training, hiring, management processes and reporting.
We align business requirements to leading practices in the industry and provide recommendations and a roadmap to transform your organization to be more effective, efficient and to perform better against real, measurable sales performance metrics. Our recommendations and roadmaps address improvements in staff, processes and governance, as well as the technology and information solutions.
Organizational Assessment and Redesign begins with a rapid review of your existing staff roles, responsibilities and accountability. The discovery process focuses on how your staff operates to meet organizational goals.
- Examine formal and informal governance structures, rules and procedures
- Complete a performance assessment of your organization and staff
- Look for gaps, breaks and low performance throughout your organization’s hierarchy, as well as the hiring and promotion practices that may be contributing factors
- Recommend adjustments to roles, responsibilities, accountability, hiring, performance management, procedures and metrics
In our experience, the full potential of a Change Management investment cannot be realized without a comprehensive plan that guides your organization through its transition to an elevated future state.
We advise you with a strategy to assist your organization, customers and employees as you work to transform your enterprise-wide CX.
While all customers are important, they differ with respect to the reasons they do business with you, the ways they choose to conduct that business, and the potential value that they represent to you. Based on these differences, a “one-size fits all” approach to engaging with your customers typically does not fit any one customer particularly well.
We help you identify key characteristics and implement a strategy to classify your customers, so you appropriately prioritize and tailor your opportunities and interactions based on customer segments. This helps you better allocate resources, so the most valuable customer interactions receive the highest attention leading to an enhanced experience.
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