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Operational Consulting
Customer Relationship Management
Essentials: The more "No" the more opportunities to improve
- Is there a IT-based customer datbase available?
- Is this database consistent and up-to-date?
- Are all relevant invoice data loaded in the data base?
- Does the sales force carry out its activities with their own manual data?
- Is there a model in use for classification of customer, and is the marketing and sales plan based upon it?
- Is there a complaint management?
- Is customer satisfaction part of the total internal values of the company?
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Consulting topics: Fees increase when the following is estabished insufficiently:
- All customer data centralised and accessible online by the call center?
- Is maintenance of the customer data automatised to a great extent?
- Are all customer contacts recorded on timely basis?
- Can a customer move between the different cluster of the data base?
- Are there predefined responsibilities for staff member and customer?
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