Post on 31-Oct-2014
description
page 1 04/08/2023
December 2009
Principles Group Customer Contact & Call Center Offerings
Focused on: Enterprise Applications Solutions – Customer Contact – Change ManagementSpecializing in: Process Improvement, Business Change Integration & Call Center Operations
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Why PG Is The Right Choice For YourCustomer Contact Strategy Effort
Extensive expertise in customer contact strategy design
Senior-level consulting talent performs the workCustomerContactStrategy
Proven ability to develop strategies that improve performance and the quality of the interaction
Ability to begin NOW with your knowledgeable team!
Proven record with Fortune 500 for real, actionable results
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More Specific Areas of PG of Focus – Customer Operations & Account Management Solutions
• Customer Operations Strategy Assessment & Approach Customer Contact rules for engagement (How customers contact Co. & how Co. contacts customers) Customer Relationship Management – CRM Database & Interactive Marketing Competitive Analysis/Assessment Governance for initiatives and ongoing processes
Customer Operations Planning & Tactics Call Center Operations Strategy, Consolidation & Execution Customer Satisfaction Results & Analysis Customer value chain outsourcing, off-shoring and co-sourcing Billing Integration & Execution Self Service Technology & Design Automated Workflow
Call Center Operations Support/Logistics (business of running a center) Hiring & Training Practices Training Design, Delivery & Support Business Performance & Metrics
Technology Call Center Company Wide Integration Network, Hardware, Software, Applications, Tools
SAP/EA Change Integration & Execution SAP/CRM Module Implementation Business evaluation and utilization improvement
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Do we have the right Customer data and are we working on the right things?
How do we prioritize Customer data requirements,
competing projects &
business events?
Customer Governance
Who has decision
rights, responsibility & accountability?
How well are we tracking to the
existing CPIs* and operating metrics?
How would Customers rate us?
How we best serve our customers to
meet business objectives?
Can Customer Value be Created
Key QuestionsFor
Customer Management& Marketing
*CPIs = Customer Performance Indicators
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Customer Contact Strategy Approach
Discover,Understand &
Document “As Is”Process
Evaluate “As Is”State & Develop
Target State
Determine Opportunity Areas
& Perform GapAnalysis
Develop Recommendations
& Obtain Initial Buy In
Establish the Baseline Process & Architecture Improvements
Assessment & Baseline *
DevelopRoadmap & High level
Business Case
* Where we identify the “What” that needs to be accomplished based upon the actual current enterprise operational environment, Customer data and Customer interaction
Enterprise Approach
Stakeholder Management
Roadmap & Business Case
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Customer Centric Strategic Approach
During tougher economic times, making a business case for the value of customer experience is more important than ever. That's why our approach to the Customer Contact Experience assessment is designed to help you prove the dollars and cents value of great customer-centered design.
We start with a current business enterprise assessmentWe work with you to provide a first cut at a Customer Centric StrategyWe develop a specific Strategy Roadmap for your business designed to
achieve the end state goals The Strategy Roadmap defines the key business alignment areas, provides
key objectives and provides the start of what needs to be measured at what level
The Roadmap clearly and visually depicts the specific cause and effect links to achieve these goals
Develop a high level Business Case with benefits to support the Roadmap
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The Focal Point for Our Approach & Success is Customer Data & Knowledge
Wha
t are
the
mos
t valu
able
cust
omer
seg
men
ts? W
hat the cost to serve service each customer segm
ent?
Wha
t are
the
cust
omer
’s ne
eds,
prio
ritie
s, a
nd p
urch
ase
crite
ria?
Wha
t will
influe
nce
the
beha
vior o
f the
se c
usto
mer
s?
Why do your custom
ers contact you?W
hat does the current total interaction feel like to the customer?
Mar
ketin
g & S
ales Custom
er Service
What are the key cost drivers influencing m
y unit cost per contact?
Wha
t is
the
expe
cted
life
time
valu
e of
my
cust
omer
s?
Wha
t is
my
unit
cost
per
sal
e?
?
Why do our customer’s leave to competitors?
What opportunities do we have to provide self-service options to our customers?
Do we capture key data and information on our customers? And do we do it at each customer contact point?
What % of the time does my Customer receive a “perfect order”?
We can help you answer these!
Business Intel
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Critical People, Process and Technology Questions We Must Address
How well do we satisfy our customer’s requirements?How quickly do we respond to new business events?How repeatable are the work steps we have?How well have we assigned process ownership and Accountability?How well do our employees work together managing change?How do we measure, manage and correct these processes?How well do our systems help us with all of the above?
Customer facing organizations need to continue to adapt, measure & improve
OperationalElements
Customer Service Metrics
SLAsFinancial
People
Process Technology
Cus
tom
er D
ata
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Getting Started
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Specific Deliverables from PG Customer Contact Strategy Assessment Engagement
Providing a complete listing of in scope business areas/processes and key sub-processes
Identification of recommended key improvements to the areas related above
Quick Hits listing and description Identifying high level description of benefits to be realized for an
engagement to document PP processes A KPI/metrics assessment & recommendations for enhancement A Customer Contact Strategy Roadmap A high level architectural solution platform with Roadmap A high level Business Case with TCO and ROI* A summary Project Plan for Roadmap Next Steps - execution A PG SOW for any Next Step engagements
Total Cost of Ownership and Return on Investment
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Contact us
Phone – +1-508-553-9008 or 973-795-2232 x104Email – customercrm@principlesgroup.com Web – www.principlesgroups.com
We want to hear from you!