I support the company in the choice and implementation of CRM (customer relationship management) tools. CRM solutions are intended to help the company better manage customer relations and optimize loyalty.
I take action at strategical or tactical level to work the care, the service delivered to your customers, via KPIs, through different and simultaneous angles : teams (organisational, management), tools (CRM, SAAS) and process.
The Lean Six Sigma Service spyglass allows me to be agile, pragmatic and data centric. This to work in collaboration with all your sale and service care teams to increase operational excellency.
Deliverables such as audit restitution, road map, processes, request for quotation, customer workflows, KPIs dashboard. All documentation you might need to on board your team to grow and to reach excellency by themselves.
– Satisfaction, expansion and retention optimisation
– Audit and review to establish a road map
– Outsourcing strategy
– Design customer cycle life, the consumer journey
– Key steps, friction points identification
– Interaction assessment of customer contact channels internal, external and transversal
– Design and implementation of correctives, preventives actions in terms of process, digital or human skills and tools
– Supporting team skills implementation, profil identification, recruitment and setting up assessment centers
– All level coaching : directors, managers, team leaders or representatives
– Design, build and implement steering customer KPI dashboards to identify and measure progress in customer actions
– CRM, multi-channel customer contact management strategies
– Organization of the service, management tools
– Collection of customer feedback, voice collection system implementation
– Quality improvement, continuous improvement program