customer relationship

 

Make or buy study

  • Customer relationship strategy
  • Description of activities
  • Organization scenarios
  • Team sizing
  • Financial model
  • Scenario evaluation
  • Selection file

Setting up a customer relations center

  • Team organization
  • Definition of activities, roles and responsibilities
  • Team sizing
  • End-to-end processes
  • Procedures and operating methods
  • Choosing and installing tools
  • Selection and assistance in setting up premises
  • Performance management
  • Launch assistance

Customer relationship outsourcing

RFI & RFP support :

  • Service provider specifications
  • Team planning and sizing
  • SLAs
  • Internal governance and service provider management
  • Bonus/malus system
  • Assistance with contractualization
  • Setting up outsourcing
  • Post outsourcing follow-up

Transforming customer relations

  • 360° Diagnosis
  • Optimizing customer paths
  • Transformation plan for all dimensions of customer relations and all stages of the customer lifecycle:
    - Technical customer service
    - Commercial customer service
    - Loyalty
    - Retention
    - Collection
  • Team organization
  • Workforce management (forecasting, sizing, planning, workforce monitoring)
  • Performance management (rituals, KPIs, reporting, incentives)
  • Quality management
  • Flow management
  • Customer relationship tools
  • CRM
  • Job training
  • Management training