Developing CRM strategy map
By interviewing executives, key managers and facilitating a visioning workshop, we assist clients to articulate their CRM strategy in line with their business vision and strategy. Apart from the CRM vision and strategy statements, the strategy map will set the major CRM goals, related critical success factors, strengths and weaknesses, core processes, as well as the main values the company wishes its customers to experience. The map helps to evaluate and prioritise CRM related initiatives.
Designing segmentation concept
Our team helps defining the set of criteria based on which customer value can be determined and customer base can be segmented. Together with the client’s representatives we also define high-level principles for differentiated customer service throughout the whole customer life-cycle (how the company wishes to serve each customer segment).
Designing channel concept
We support the design or make suggestions to improve the customer contact channel concept. This includes defining the channels and contact points through which customers might contact the company. The offered services/products and related sales conditions are also specified for each contact point. Designing channel concept is closely related to defining customer segmentation principles, as the channel concept might be different for each customer segment.
