Excellence in Service Oriented Organizations
Customers are at the heart of any business. It therefore becomes critical to understand that any competitive business strategy is incomplete and any customer-facing process ineffective without a well defined Customer Relationship Management (CRM) Strategy.
A
Customer Relationship Management (CRM) strategy is an implicit and explicit business strategy supported by people,
process, technology and social interaction, designed to engage the customer
in a collaborative transaction that provides a mutually beneficial value in a
trusted transparent business environment.
Any CRM strategy must recognize that satisfying customers is the sources of sustainable value creation. It requires a clear articulation of targeted customer segments and the value proposition required to fulfill them. Clarity of this value proposition is the single most important dimension of any customer related management strategy.
Another important goal of a CRM strategy is to evolve the enterprise from a marketing-oriented model based on
product-centric approach, to a customer-centric model based on
unique-customer-relationships.
Service Operations Excellence Strategy and Framework
Operational Excellence Strategy for service oriented enterprises is the integrated and aligned approach, methodology, solutions and processes used to
comprehensively manage the customer’s interaction, experience, satisfaction and
relationship with the company, product, brand and service.
The
following models of Service Operations Excellence
allows you to manage the customer's entire relationship with your product and
company and therefore create, a customer lifetime value through key value
drivers while addressing unproductive experiences.
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Coming next: Customer-Centric Service Experience (CCSE) - Design for excellence
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