D. Customer Relationship Management
Technology explosion, channel proliferation, increased competition and time constraints have raised your customers' expectations for convenient and customized service. As your business strives to retain profitable customers and attract new ones, you must be ready to market, sell and provide service to customers in new and innovative ways, implement new channels, adopt enabling technologies and use customer information strategically.
CRM is the systematic management of customer-oriented data, decisions, and activities. The goal of CRM is to maximize the long-term value of your customer relationships.
NZconsulting Will:
Analyze CRM
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Customers and their needs. |
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Strategy in terms of relationship, branding and positioning. |
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Value your company provides ahead of competitors. |
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Processes and people delivering the offer. |
Design CRM
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Develop a clear, company-wide CRM strategy. |
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Get leadership support form top management. |
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Calculate the economic justification (ROI, NVP). |
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Redesign organization structure processes rewards mechanism to develop specific goals, roles and responsibilities. |
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Design CRM metrics to constantly learn and improve. |
Implement CRM
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Develop RFP and select CRM package best suited to your business strategy. |
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Support the following major CRM software vendors: Aspect's Customer Relationship Portal, Nortel's Clarify, eBusiness Solution, Onyx's 2000, Oracle's iSupport, PeopleSoft's Customer Relationship Management, SAP's CRM, Vantive, i2 CRM, Siebel eBusiness Applications. |
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Establish advanced Customer Data Warehousing and integrate transactional data from various sources like ERP, legacy, e-commerce and third-party systems for intelligent decision-making. |
Continuously Measure and Improve CRM
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Improve personalized and customized responses to customer needs. |
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Improve satisfaction and retention levels. |
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Improved customer Acquisition. |
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Reduce customer spare parts inventory. |
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Enhance customer call-center performance and boost customer service performance. |
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Communicate customer-oriented values to you organization by translating dynamic customer needs and wants into refined product and services. |
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Enhance decision-making and campaign-management programs - all to maximize the lifetime value of profitable customers. |
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