|
14. HOW We Help You Make It Happen.
With the Religence Framework we can help you make it happen. We can help you:
- Find the sweet spots for profit to focus on, the duds to cull, and the hidden gems to grow, cross referencing product profitability with customer profitability in terms of total contribution, using our profit matrix.
- Identify how to strengthen your market position and create a more positive selling and retaining environment, using our Align for Success Factor tool.
- Listen to customers. Orchestrate and operationalize customer feedback.
- Enhance how you create value for your customers. Engineer in what could create more value.
- Shift the focus to customer retention and align your executives and managers with their group leaders in marketing, sales, and customer service as well as the staff who support them—business analysts, IT and HR professionals, using our strategy decision model at the channel/product group level for customer segments with profit improvement potential.
- Identify critical interaction processes and then map what the customer experiences. Make sure everyone knows what to do when things go right or things go wrong with customers.
- Build intelligence into the customer relationship process to collect and analyze missing data, the customer relationship metrics that matter for profitability and repeatability.
- Configure our operational CRI tracking system on your existing systems—for real-time management and collaboration.
- Measure what happens with customers, interaction by interaction and response by response to develop a valuable data stream. The data stream reflects all the interactions and responses, their cost and their value in developing the relationship.
- Manage customer interactions in real time for day-to-day support and immediate course correction. The day-to-day, minute-by-minute use of the Religence Framework allows for real-time management and collaboration as people on the frontline with customers easily and naturally input intelligence-rich data and management downloads relevant intelligence for real-time operational control.
- Capture performance and profit patterns to repeat success and get better and better over time. Because the same framework is used in planning and execution and the same framework is used across the company, you have consistent intelligence.
- Iteratively improve your business model by discovering your own unique formula to develop high-profit contributing relationships and achieve sustainable competitive advantage based on what is exclusively yours—your customer relationships.
|
|
