Customer Relationship Management: personal

You want to balance customer return and customer satisfaction. You want a more personal approach for your best customers, whatever channel they use. You want more leads and a higher conversion when you recruit prospects or try to win back customers.

For the application of service differentiation, it is necessary to segment your customers in terms of customer value, NPS (net promoter score), perception and behavioural characteristics. Whatever the channel, all relevant data are routed to the right employee. You have established which data are really important to pleasantly surprise your customers and produce a tailor-made online proposition.

TOTE-M can help with the formulation and implementation of your customer relationship strategy and customer contact strategy. We will assist you with the formulation and implementation of a basic service concept and specific service concepts for the segments that you wish to distinguish: important customers, promoters, detractors and experience types.
TOTE-M will help you to establish which data are really important and how they must be presented to the customer or the customer contact centre (CCC) employee. Together with TOTE-M, you will design the execution such that you turn your employees into promoters. Together we will design a tailor-made plan. Your customer relationship management will then evolve, more quickly than you would expect, from customer contact into customer relationship.