Customer Management “HealthCheck”
A detailed review and written assessment of:
- Customer Management Strategy
- Service performance standards & achievements
- Process efficiency & technology utilisation
- Customer retention strategies & programs
- Human capital strategies, training & performance management
In forming Clarus Consulting one of my goals was to provide executives with an easy and highly informative analysis of their business’ service delivery performance. That’s why I created the Customer Management “HealthCheck”. It is a fast and economic means for time poor executives to ensure they have an accurate and up to date assessment of the business’ service delivery performance and strategy
Customer Management Strategy – Processes
- Client Profile – A financial services business was unable to service customer demand due to its origination process under performing over a 3 year period
- Clarus Solution – Clarus reviewed the origination process and undertook an extensive re-design of the process resulting in a streamlined operation within 3 months
- Client Outcome:
– 32% improvement in process productivity
– 25% increase in approved applications
– Improved credit quality
Customer Profit Maximiser – Retention
- Client Profile – A leasing business was seeking to increase profit derived at the expiry of a customer’s lease
- Clarus Solution – Clarus reviewed the client’s processes and marketing programs and worked with management to develop a comprehensive customer retention program including financial models, marketing material, campaign design, credit processes and staff training
- Client Outcome:
– Increased customer retention by 12% within four months
– Increased profit from end-of-term customers by 43%
– Increased customer satisfaction
– Increased employee satisfaction
Customer Management Strategy – Technology
- Client Profile – A full service telecommunications provider was seeking to increase customer loyalty by offering a range of technology based value-added-services to its customers
- Clarus Solution – Clarus developed in conjunction with the client a comprehensive business strategy including market analysis, financial forecasts, funding requirements and go-to-market strategy
- Client Outcome:
– Business case and funding approved
– Product and technology development commenced
Customer Profit Maximiser – Performance Management
- Client Profile – A national financial service business was seeking to improve service delivery to meet customer expectations (average time to answer was over 7 minutes)
- Clarus Solution – Clarus reviewed the client’s contact centre processes and staffing and developed a three month operational plan, identified need for management change, recruited a new management team and worked to implement the operational plan
- Client Outcome:
– Achieved a service level benchmark of 80% of calls answered within 30 seconds
– Increased customer and channel satisfaction
– Increased employee satisfaction
Learn more about CLARUS Consulting – The Company
Learn more about John RIVES – Company founder
For a Customer Management Solutions for your company, Contact CLARUS Consulting