HOW WE HELP

Becoming customer-centric is not just about fixing internal processes, but instead looking from the ‘outside in’. Seeing the customer experience through their eyes is often a reality check for many organisations, even those who think they are customer-centric.

We help you understand and map your current customer journey, identify gaps and leverage the latest CRM technology to provide a single seamless journey across all touchpoints, from initial engagement through to post-sale.

Benefits at a glance

  • Understand the current customer experience across all channels and touchpoints with your organisation
  • Understand the experience your customer would like to receive
  • Understand the gaps between the current and ideal engagement experience
  • Understand how technology can help your organisation deliver the ideal customer experience
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HOW CUSTOMER-CENTRIC IS YOUR ORGANISATION?

My organisation collects customer experience feedback on a regular basis

I know how many customer touchpoints there are with my organisation

I understand how the latest technology can support our customer's experience of interacting with our company

Our business processes are centred around the customer experience

DID YOU KNOW?

  • 64% of consumers expect companies to respond and interact with them in real time
  • 80% of business buyers expect companies to respond and interact with them in real time
  • 75% of people now expect a consistent experience wherever they engage with brands – be it through social media, mobile, or even in person.

ACTIVITIES & OUTPUTS

  • Map of current customer journey highlighting key touch points with organisation
  • Undertake customer survey to understand the needs & drivers of customers and how they would like to engage with your organisation
  • Undertake customer interviews to drill deeper and gain qualitative information into key topic areas
  • Define ‘to be’ customer journey and the functional requirements required to support it
Time and Materials Support
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GET A QUOTATION

Have a vision, goal or issue you need help solving?

Call us today on 01296 328 689 for a discussion with our experienced team and a no obligation consultation and quotation.

GET IN TOUCH

Case studies

Rayleigh Instruments

DAVIES GROUP

NEWELL BRANDS

WHAT’S NEXT?

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CASE STUDIES

Our clients, their words. Projects we have delivered for our clients.

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CRM TECHNOLOGIES

Find out about the key features of the leading CRM products.

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