Understand your customers, grow your business.
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Customer Experience & Relationship Management Consulting
We advise a wide range of businesses across various sectors in all aspects of customer
experience management. There isn’t a single best way to grow your business. The trick is to
choose the combination of strategies that best fit your business model and goals. We combine the
best strategies to help you understand your customers, and grow faster than you ever imagined.
Together, CRM and CEM provide a well-rounded picture of what your customers are
doing, and help to predict what they will do next. What CRM cannot offer, is information about
the customer’s experiences, sentiments, and other contextual information regarding customer’s
relationship with a brand. Integrating CRM & CEM together provide a real-time, full
understanding of your customers.
Being primary focus of business
We design customer experience strategies that include all interactions between the organization and the customer from start to finish. This includes all aspects of the business relationship between an organization and a customer, including the discovery, introduction, purchase, service, and advocacy. We take a human-centred approach that incorporates creativity and technology to create exceptional customer experiences by following the steps below.
- Identifying the level of awareness and maturity of the organization in terms of customer experience
- Creating or optimizing customer experience strategy
- Understanding your customer base and target audience
- Connecting on an emotional level with your customers
- Obtaining customer feedback
- Focusing on team training and development
- Including your employees in the process
- Tracking the business results
Incorporating every channel in the right way
We offer flexible solutions in all customer contact channels with this service. Touchpoints aren’t limited to the interaction between an employee of the company and the customer, either in person or by phone. A well-integrated interaction platform blends the channels so that the focus becomes more about the experience of the customer and agent rather than about the channels themselves.
- Exploring customer data
- Crafting an omni-channel program
- Mapping the customer journey
- Designing and measuring on a channel-by-channel basis
Turning customer insight into action
We show organization how to harness customer feedback and sharpen its value proposition. Customer insights help keep your journey maps accurate so you can deliver great experiences every step of the way. Before you can improve the customer experience, find out how customers are currently viewing your product or brand.
- Voice of customer (VOC)
- Customer survey design and analysis
- Net promoter score program
- Determination of KPI
- Creation of an action plan according to the paint points
Getting customer engagement right to grow your business
We restructure all interactions in accordance with the strategies by creating the whole service tree. Developing a relationship with customers is like developing a relationship with anyone else; it starts by understanding their point of view.
- Proactive and holistic engagement
- Creating end-to-end customer solutions
- Design of front office and back office management
- Creating personalized customer experience values
- Content management
- Boosting loyalty
Creating & iterating a sustainable & successful program
We advise using the best CRM systems which helps manage customer data by keeping customer contact details up to date, tracking every customer interaction, and managing customer accounts. The best CRM systems have kept pace with technology, enabling every department of every business to access account details and relevant data about current, past and potential clients.
- Ensuring that the information in the customer portal is kept accurate and up-to-date
- Sharing reports and dashboards throughout the organization to take a common action
- Systematic establishment of manipulation and fraud detection steps in customer information
- Designing fictions to provide data flow to enrich the customer portal so that best offers can be run
- Creating a common category tree for data flow across all channels, ensuring all channels are coded in the same way
- Identifying appropriate web service (API) and integrating with metrics from CRM system.
- Identifying the overall ROI of the channel
- Enterprise adoption of Artificial Intelligence in CRM
- Customer Segmentation and Loyalty Program
Business Development & Process Management
We help you to develop your internal task force and use them more efficiently. Our designed process provide your customers with best-of-breed services and increasing your productivity while managing your in-house resources intelligently.
Driving improvements based on a deep understanding of customers
Process improvement and customer experience are starting to intersect. Customer experience looks to process improvement to operationalize key customer interactions and process improvement needs customer experience to provide customer-focused insights and continually monitor new processes. To make process improvement efforts more customer-centric, organizations need to infuse following strategies across all aspects of process improvement.
- Design social media strategy program
- Social Media all moderation processes ( Listening and Monitoring)
- Determining ideal social media tools to improve user experience
- Determining ideal social media tools to improve user experience
- Analysing Social Media Analytics, powered by AI and tools
- Design social media strategy program
- Social Media all moderation processes ( Listening and Monitoring)
- Determining ideal social media tools to improve user experience
- Determining ideal social media tools to improve user experience
- Analysing Social Media Analytics, powered by AI and tools
GDPR Compliance
We help your organization to transform GDPR as an opportunity and to earn your customers’ trust and the growth that results from that customer loyalty.
Leading the way for a new level of transparency and trust
- GDPR consent management
- Determination of GDPR permits to enrich customer data and integration into CRM system
- Creation of data inventory in CRM systems under GDPR
- Evaluating the existing processes in CRM within the GDPR, establishing and harmonizing checklists (including this in every new process)
- Ideal structuring of the existing loyalty program within the GDPR
Get in Touch
Ready to take your customer experience to the next level? Let’s have a chat. You can fill out the form if you have any questions. We are happy to help you.
Social Media Management
We offer end-to-end social media management to allow for strategic actions in all areas of brand operations, making your business leaner, smarter, and more profitable – with greater potential for long-term growth while making your customers happier.
One of the fastest ways to stand out from competition
We make social media management process easier than ever with social media consulting. Positive social interactions with customers can help businesses win loyalty cusomers and drive business success.