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
Customer Contact Strategy 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 team!
More Specific Areas of PG of Focus – Customer Operations & Account Management Solutions
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
Can Customer Value be Created Key Questions For Customer Management & Marketing *CPIs = Customer Performance Indicators
Customer Contact Strategy Approach Enterprise Approach Establish the Baseline Process & Architecture Improvements Discover, Understand & Document “As Is” Process Evaluate “As Is” State & Develop Target State Determine Opportunity Areas & Perform Gap Analysis Develop Recommendations & Obtain Initial Buy In Develop 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
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
We work with you to provide a first cut at a Customer Centric Strategy
We 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
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”?
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? People Customer Data Process Technology