Vision & Strategy Consulting
Blueprint for Strategic Differentiation in the Marketplace
IBF Management Consulting Services provide a clear view of what customers will expect from service and how to most efficiently deliver:
Operational Assessment - a baseline of current strategic goals, business processes, and support infrastructure.
Strategic Planning & Execution - development of the operations strategy, ecommerce/service model, business operations plan, and migration path.
Business Requirements - identification of the business activities and functions; the high-level business processes that includes technology-enabled functions.
Key Performance Indicators - development of a balanced set of performance measures.
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Based on Strategic Drivers that will influence the resulting vision and scope...
- Strategic value of customer care:
- Increase customer responsiveness and satisfaction
- Create customer loyalty and increase retention
- Lower marketing and account acquisition costs
- Enhance corporate image and competitive advantage
- Operational innovation:
- Provide service outside the traditional channels for 7x24x365
- Set customer service objectives that drive personalization adoption
- Create data- and knowledge-sharing infrastructure
- Learn from customer data
- Realign compensation with customer satisfaction and retention
- Enterprise approach to customer relationship management:
- Understand customer expectations and relationship management trends
- Create company-wide customer management
- Establish learning relationships with customers
- Technological advancements:
- Set the pace with personalized, proactive service
- Break down service silos to show one face to the customer
- Coordinate across all customer-interfacing channels
- Customer expectations:
- Master customer interactions on- and off-line for 7x24x365 availability
- Personalized service without violating consumer privacy
- Blending of sales and service paradigms
While understanding the Customer Perspective to maximize satisfaction and retention benefits for the customer and enterprise...
- Speed of Service - ensuring that when a customer contacts the organization, the inquiry or problem is handled timely, efficient and during the first contact. Examples include:
- Responsiveness to all contact methods utilizing an efficient workflow with minimal hand-offs
- Providing an intuitive customer self-help interface with immediate access to information and people
- Minimal wait time for calls and quick response to e-mail, faxes and other contact methods
- Providing priority and special handling to high-valued customers
- Knowing the customer profile and activity history when accessing the organization electronically or via voice
- Providing "warm" transfers when a hand-off is necessary
- Quality & Accuracy of Service - personalized service based on the customer profile and customer segmentation rules. Examples include:
- Knowledgeable personnel performing value-added activities in support of the customer
- Accurate transaction processing and validation via knowledge-based infrastructure (whether performed by company personnel or directly by the customer)
- Knowing the customer, activity history and preferences
- Tailoring service based on market/service segmentation
- Qualifying customer contacts and anticipating needs with an innovative contact experience
- Service based on the needs of the customer
- Ease of Service - allow customers to choose the media option for doing business and creating cross-channel customer service. Examples include:
- Providing integrated, alternate access points (channels) for customer service (phone, fax, e-mail, postal mail and Internet)
- Allowing anytime customer service
- Consistent information and service across all communications channels
- Flow-through of service as customers cross communications channels for a given inquiry or request
- Range of Service - flexible business processes that respond to customer demands and the range of requests. Examples include:
- Service based on customer segmentation
- Providing the perception of dedicated support
- 24 hours a day, 7 days a week, 52 weeks a year, customer service availability
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