Bsquared - building excellence in client relationships - framework of services

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Information about Bsquared - building excellence in client relationships - framework of...
Business & Mgmt

Published on February 18, 2014

Author: JoHawkins



Bsquared specialises in helping organisations improve their business-to-business customer loyalty and relationships. We lead, advise and support our clients' customer engagement activities to improve and develop their buisness relationships, so identifying opportunities, improving retention and driving customer focused change that impacts directly on the bottom line.

We help you to:

- Develop your customer relationship strategy
- customer journey mapping
- benchmarking customer management maturity
- developing customer engagement strategy
- Extend your customer (or stakeholder) understanding
- Customer Review process (CRp)
- structured interviews
- customer surveys
- Evaluate the effects of your customer relationship strategy
- review impact on organisational objectives
- prioritise interventions
- measure improvement in customer lifetime value

Customer engagement management – framework of services Developing your customer p gy relationship strategy Review and planning activities to establish direction •Review of current initiatives and gap analysis •Planning workshops •Establish information requirements and design the appropriate interventions Benchmarking customer management maturity (CMM) •An audit of how customer-focused the organisation is •Provides a benchmark of maturity in the approach to customer engagement Extending your customer/ gy stakeholder understanding Evaluating the effects of your g y customer relationship strategy Create the framework to gather customer insights and understand customer expectations •Customer Review process (CRp®) •Key Account Management programmes •Relationship management workshops •Guided interviews •Surveys S Review impact of programmes on organisational objectives •Benchmarking and tracking progress Benchmarking •Reviewing impact of organisational initiatives Customer led change •Using actionable customer feedback to drive organisational change •Specific, short-term actions •Developing long-term customer led strategy Turn insight into action Interface and association with other initiatives Developing the customer pathway •‘Customer Journey Mapping’ of the customer experience •Highlights the role of the whole organisation •Audit of customer contact points within the organisation •Current customer satisfaction or VoC initiatives and how they interface •Prioritising interventions – assessing which projects yield the best results Measuring improvement in Customer Lifetime value Assess internal team alignment • SMT tool - to analyse the senior management •Increase spend with current customers •Improved retention •Develop customers as advocates team’s view of the organisation and the customer •Major discrepancies can be addressed and measures put in place to resolve these The h l Th whole organisation influences the Customer Experience i ti i fl th C t E i Human Resources Finance Procurement Quality Commercial In Confidence ICT Marketing Operations 1 © Bsquared Consulting 2014

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