| It’s hard to pinpoint a ‘typical’ customer management project but we’ve done our best here, to give you a flavour of what’s possible.
Typical aim: to maximise customer relationships at all points throughout the organisation, for the benefit of customers, staff and the business.
Typical timeframe: 12 – 24 months depending on the degree of change and scale of engagement.
Typical outcomes:
- Clear, embedded customer management strategy and tactics
- Improved customer and staff experience
- Improved customer retention
- Increased sales conversion rates
- Increased cross-selling penetration
- More leads generated
- Reduced cost of sale
- Increased productivity
- Greater synergy and teamwork across departments
- Better return on marketing spend.
What clients say:
“This was a fantastic programme. It didn’t just up skills and lead to huge increases in performance, it transformed the way that the Service contact centres functioned and made a huge difference to customers, our people and Nationwide alike”
David Rigney, Group Operations Director, Nationwide Building Society
“We chose Minerva because of their track record in the industry and they have been a breath of fresh air. They have challenged us, taken us out of comfort zone – but most importantly have helped us to develop the tools we need in the one area that really matters…delivering value to our members. We are confident we offer true service differentiation to our customers.”
Fred Ford – Assistant General Manager, Chelsea Building Society
< Previous Page
|
