CRM & Loyalty - workinghead - Englischworkinghead

Development of CRM strategies

We focus your existing organisational structure. Specifically we look at existing operational processes and develop solutions that correspond to your current financial situation.

We start by analysing your existing customer relationships. Then we determine the optimization potentials, or, alternatively, we can develop completely new, integrated solutions.

a) Analysis of existing customer relationships, including processes, costs etc.

b) Optimization of relationships with customers, with a specific focus on the development of new approaches

c) Support for implementation

Analysis and improvement of your service management

The service you offer to your customers is the key to the success of your customer management and therefore the success of your company.
We will gladly help you to analyse your previous service management and to develop and implement optimization potentials.

The following are some services we evaluate, for instance in your customer service center:

Service levels
Processes / structures
Workflows between the relevant interfaces
Documentations / training documents
Interfaces for complaints
Reporting processes / reporting contents

After the analysis we offer you optimisation potentials to improve your customer service. In addition we help you to look for a service provider – we summarize all of your requirements and execute or support your call for proposals.

Analysis of existing loyalty programmes, including optimization

Do you want to analyse your current loyalty programme in terms of individual components or within the overall context? We offer the following services to help you:

Analysing existing processes, including deduction of future processes
Evaluating customer satisfaction, including possible optimization approaches
Evaluating the quality of service providers (including costs)
Evaluating direct marketing and other marketing activities

From these, we develop various approaches to help you optimize your programme, both in terms of your costs and in terms of customer and employee satisfaction.

Customer loyalty (concept and implementation)

As part of your company strategy, you have decided to introduce a customer loyalty programme such as a customer card (for collecting points or awarding discounts), a customer club or alternative activities (sticker-collecting campaigns, couponing etc.).

Whether your goal is to reduce your customer churn rate, to increase the additional turnover of existing customers or to acquire new customers, we support you in designing a tailor-made customer loyalty programme.

We consider the relevant factors, such as strategic objectives, existing processes and costs/budgets.

With a payback period rule we show you the concrete effects of a loyalty programme: This means you can estimate the expected diversification in customer behavior and/or the increase in efficiency before you implement the measures.