Define Customer Management Strategy
Customer management is defined as the process of managing the relationship between an organisation, its people and its customers over time.
For sustained success, it is important for companies to align their customer strategy with the company’s aims and objectives. The profitability of a firm depends on its ability to identify, grow and retain profitable customers. This can be achieved through combining a deep understanding of customer needs, behaviours and value, with the ability to engage specific customers in the optimal way at various touch points. In addition, this enables the company to optimise customer satisfaction and develop a relationship of trust with its customers.
At CCL, we help organisations define their Customer Strategy by helping you with the following:
- Customer Vision
- Customer Journey/Roadmap
- Sales & Marketing Strategy
- Customer Experience Strategy
- Digital Engagement Strategy
- New Channels to Market
- Customer Retention
- Business Case
- Outsource Strategy and Improvement