Technology Implementation Support
CSM and CRM Platforms
- Analyze customer feedback and identify key drivers of satisfaction to ensure the CSM or CRM platform is increasing customer satisfaction
- Identify inefficient or complex processes before they are automated resulting in a more streamlined and transparent process. This reduces the need for large amounts of customization within the CRM or CSM platform saving time and money.
- Customer Centered Strategies offers both a current state & gap analysis of the current programs as well as a more collaborative design option.
- Define critical metrics to proactively monitor customer facing organizations performance
- Measure the effect of process changes to ensure they have the desired results
- Establish a regular cadence for customer feedback collection
- Define performance metrics for customer support teams to proactively monitor customer experience
- Include metrics regarding employee engagement, financial (cost to serve, revenue generation), and capacity among others