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Linked In Pg Customer Contact Offering Base Mkt Ver Nov 091[1]
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Linked In Pg Customer Contact Offering Base Mkt Ver Nov 091[1]


Customer Contact Strategy Assessment and Approach

Customer Contact Strategy Assessment and Approach

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  • 1. Principles Group Customer Contact & Call Center Offerings
    December 2009
    Focused on: Enterprise Applications Solutions – Customer Contact – Change Management
    Specializing in:Process Improvement, Business Change Integration & Call Center Operations
  • 2. Customer
    Why PG Is The Right Choice For YourCustomer Contact Strategy Effort
    Proven record with Fortune 500 for real, actionable results
    Extensive expertise in customer contact strategy design
    Senior-level consulting talent performs the work
    Proven ability to develop strategies that
    improve performance and the quality of the interaction
    Ability to begin NOW with your knowledgeable
  • 3. 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
    Call Center
    Company Wide Integration
    Network, Hardware, Software, Applications, Tools
    SAP/EA Change Integration & Execution
    SAP/CRM Module Implementation
    Business evaluation and utilization improvement
  • 4. Can Customer Value be Created
    Key Questions
    Customer Management
    & Marketing
    *CPIs = Customer Performance Indicators
  • 5. Customer Contact Strategy Approach
    Enterprise Approach
    Establish the Baseline
    Process & Architecture Improvements
    Understand &
    Document “As Is”
    Evaluate “As Is”
    State & Develop
    Target State
    Opportunity Areas
    & Perform Gap
    & Obtain Initial
    Buy In
    Roadmap &
    High level
    Business Case
    Stakeholder Management
    Assessment & Baseline *
    Roadmap & 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
  • 6. 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 assessment
    • 7. We work with you to provide a first cut at a Customer Centric Strategy
    • 8. We develop a specific Strategy Roadmap for your business designed to achieve the end state goals
    • 9. 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
    • 10. The Roadmap clearly and visually depicts the specific cause and effect links to achieve these goals
    • 11. Develop a high level Business Case with benefits to support the Roadmap
  • The Focal Point for Our Approach & Success is Customer Data & Knowledge
    We can help you
    answer these!
    Customer Service
    Marketing & Sales
    Why do your customers contact you?
    What are the most valuable customer segments?
    What the cost to serve service each customer segment?
    What will influence the behavior of these customers?
    What does the current total interaction feel like to the customer?
    What are the customer’s needs, priorities, and purchase criteria?
    What are the key cost drivers influencing my unit cost per contact?
    Business Intel
    What is the expected life time value of my customers?
    What is my unit cost per sale?
    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”?
  • 12. Critical People, Process and Technology Questions We Must Address
    Customer facing organizations need to continue to adapt, measure & improve
    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 Data
  • 13. Getting Started
  • 14. Specific Deliverables from PG Customer Contact Strategy Assessment Engagement
    • Providing a complete listing of in scope business areas/processes and key sub-processes
    • 15. Identification of recommended key improvements to the areas related above
    • 16. Quick Hits listing and description
    • 17. Identifying high level description of benefits to be realized for an engagement to document PP processes
    • 18. A KPI/metrics assessment & recommendations for enhancement
    • 19. A Customer Contact Strategy Roadmap
    • 20. A high level architectural solution platform with Roadmap
    • 21. A high level Business Case with TCO and ROI*
    • 22. A summary Project Plan for Roadmap Next Steps - execution
    • 23. A PG SOW for any Next Step engagements
    Total Cost of Ownership and Return on Investment
  • 24. We want to hear from you!
    Contact us
    Phone – +1-508-553-9008 or 973-795-2232 x104
    Email –
    Web –