Maximising the Value of your Customers
Historically companies have sought to optimise their customer management activity by rationalising, redesigning and
refining the operational processes that support customers throughout the customer lifecycle. Although Cost-to-Serve was
lowered, in many cases the customers themselves were overlooked.
CRM implementations sought to manage the ‘relationship’ between the company and the customer yet in most instances
they delivered little more than a single customer view, allowing the organisation to at least understand the customer
at each contact. Where they went further, few thought to ask whether the customer actually wanted a relationship at all…
SECOR’s value-driven approach to customer management addresses the shortcomings of other approaches by focusing on the
value exchange between the organisation and its customers and seeking the point of mutual value where the objectives of both
company and customer are met. Through the application of this Customer Value Management (CVM) methodology SECOR works with
its clients to define the Customer Experience most appropriate for a given customer segment.
With SECOR’s detailed understanding of Customer Management Operations, encompassing Sales & Marketing, Contact Centres,
Customer Acquisition & Retention, Customer Service, Customer Billing and Debt & Credit Management, SECOR is then able to support
the customer experience implementation into the client’s organisation.
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