CRM & Loyalty
Development of CRM strategies
In doing so, we focus on your existing organisational structure and operational processes and develop solutions that do justice to the existing financial possibilities.
This is based on an analysis of your existing customer relationships, from which we derive potential for optimisation and, if desired, develop completely new holistic solutions:
a) Analysis of existing customer relationships including processes, costs, etc.
b) Optimisation of relationships with customers or design of new approaches
c) Support during implementation
Customer loyalty (concept and implementation)
As part of your corporate strategy, you have decided to implement a customer loyalty program such as a customer card (with a collection function or a discount card), customer club or alternative activities (points sticker campaigns, couponing).
Whether you want to prevent your customers from migrating to competitors, increase additional sales with existing customers or generate new customer bases, we will support you in designing a tailor-made customer loyalty program.
In doing so, we take into account the relevant factors such as strategic goals, existing processes and costs/budgets.
As part of an amortisation calculation, we offer you the opportunity to estimate the actual effects of a bespoke bonus program, i.e. you can estimate the expected change in customer behaviour and/or efficiency increases before implementing measures.
In this context, we offer you a full service from planning to operational implementation, as well as individual service components to optimise the implementation of these individual components or your overall program.
Analysis of existing bonus programs incl. optimisation
Do you want to analyse your current bonus program with regard to individual components or in an overall context? We support you with the following services:
- Analysis of existing processes incl. derivation of target processes
- Consideration of customer satisfaction incl. possible optimisation approaches
- Analysis of the quality of the service providers (incl. costs)
- Analysis of the direct marketing and other marketing activities
Based on this, we develop various approaches that enable you to optimise your program, both in terms of your costs and your customer and employee satisfaction.
Analysis and optimisation of your service management
The service you provide to your customers fundamentally determines the success of your customer management and therefore the success of your company.
We are happy to support you in analysing your existing service management and in developing and implementing optimisation potentials.
In this way, we scrutinise services, e.g. in the call centre sector, in terms of
- Service levels
- Processes/frameworks
- Workflows between the relevant key positions and departments
- Documentation / training documents
- Interfaces regarding complaint data
- Reporting processes / reporting content
After the analysis, we provide you with optimisation potential to improve your service to the customer. Furthermore, we are also at your side in the search for a service provider by summarising all your requirements for the delivery and performance of the service provider in a specification sheet and carrying out or accompanying your tender.
Developing dialogue marketing strategies
We develop a dialog marketing strategy based on your corporate strategy and the resulting marketing strategy, taking into account relevant processes, frameworks and costs.
We look at your current dialogue concepts, including their costs and effects, and derive optimisation potential from them. We also define completely new dialogue marketing activities and support with their implementation.
Which customers are contacted when, how, via which communication channel and with which content?
What response figures need to be achieved so that your investment pays off and a certain level of customer satisfaction is achieved?
We support you in all these questions with dialogue marketing strategies and corresponding catalogues of measures. We are happy to manage the selection of your dialogue marketing service providers and their ongoing quality monitoring.