In order to compete, companies must adapt quickly to trends of business orientation towards modern concepts of customer relationship management (CRM).
At the same time, most companies have a fragmented approach to customer relationship management, focusing more on developing customer loyalty programs, creating customer information databases, or developing CRM softs.
It is necessary to mention that customer relationship management is a complex activity, which includes several aspects:
- Understanding the needs and expectations of different groups of clients;
- Attracting customers;
- Ability to meet customer needs better than competition;
- Customer profitability management;
- Customers loyalty;
- Customer portfolio management;
- Aligning the entire organization's activity with customer relationship management.
Consultex provides assistance in organizing customer relationship management, which will include the following:
- Analysis of the company’s portfolio of clients;
- Study of the company’s customer orientation;
- Customers segmentation;
- Analyzing the needs and the specific requirements of different customer segments and the value offered to customers in relation to competition;
- Analyzing the relationships between the company and customers at each stage of the customer's lifecycle within the company;
- Analyze the possibilities of "Up-sell" and "Cross-sell";
- Design of distribution channels, oriented to customer requirements;
- Studying the level of customer loyalty, migration of customers to competitors, reasons of migration;
- Providing solutions to improve customer loyalty;
- Process optimization to provide customers with the best experience with the company.