PMP presents its experience on a major theme of Customer Relations: reducing churn and creating customer loyalty. Maurice Cautela intervened on the subject for the Customer Relation Club of Lyon on 9th December 2009, a club which regroups 150 actors/managers of Customer Relations in the Lyon region.
PMPis often asked to bring its expertise in the area of Customer Relations. Below, a quick presentation of the major themes of our Customer Relations offer:
Three major transformations deeply change the role of Customer Relations within companies :
For each of these challenges, we offer our expertise acquired from missions engaged in very different sectors (Media, Transport, Health, Telecom, etc.), as well as the diversity and complementarity ouf our team, bring strong operational experience.
PMP consults to general and operational management teams from design to implementation of performance improvement within these three areas :
Developping Customer Loyalty and Value :
Multichannel implementation/optimisation :
Reaching Operational Excellence :
PMPis often asked to bring its expertise in the area of Customer Relations. Below, a quick presentation of the major themes of our Customer Relations offer:
Three major transformations deeply change the role of Customer Relations within companies :
- capturing new customers is becomming more difficult, sometimes in saturated markets while the costs of creating customer loyalty is less the cost of customer acquisition, translated to the necessity of developing loyalty and value advantage for each customer.
- customers are imposing on companies (more mobility, more insantaneousness, etc.) requiring a coherent and complementary multichannel strategy
- lbrand awareness is evolving and even inversing (customers are gaining increased power due to the internet, and they become the principle promoters of the brand) as cost pressure does not stop increasing), obliging these companies to reach operational excellence
For each of these challenges, we offer our expertise acquired from missions engaged in very different sectors (Media, Transport, Health, Telecom, etc.), as well as the diversity and complementarity ouf our team, bring strong operational experience.
PMP consults to general and operational management teams from design to implementation of performance improvement within these three areas :
Developping Customer Loyalty and Value :
- Churn audit (customer cancellations)
- Implementation and project management of anti-churn programs
- Development of value added events (sales, loyalty, recovery, …) by acting on inbound and outbound contacts
Multichannel implementation/optimisation :
- Scope/role definition of each channel according to an optimal economic model (cost performance, quality)
- Performance optimisation of each channel
- Dematerialisation of flows
Reaching Operational Excellence :
- Quality improvement
- Optimisation of customer pathways
- Performance improvement of the collections process
- Certification AFNOR NF 345
- Optimisation of the internal/external/offshore model
- Benchmark of best practices
- Cost reduction
