Implementation Support

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.

Performance Execution

Objectives:

  • Define critical metrics to proactively monitor customer facing organizations performance
  • Measure the effect of process changes to ensure they have the desired results

Performance execution:

  • 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
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