Increasing profitability through customer relationship management




How do customer satisfaction and loyalty influence business profitability? For many types of business, you can hardly imagine how strong this influence is. Thus, for one company operating in plastic card business a 5% improvement in current customer retention has resulted in a multiple profitability increase. 

This influence is easy to explain. Usually dissatisfied customers don’t complain about poor service or product; they just leave taking other customers with them, telling them about their disappointing experience. In order to sustain a market share and expected revenue companies have to spend a lot of money on marketing and sales, trying to get new customers whose sales volume is significantly fewer than that of current customers. But it’s not that simple to find new customers amid economic decline. Have you ever calculated the total cost of attracting new customers and their profitability?

We have developed spot consulting services focused on increase in effectiveness of marketing business processes, sales and customer service for companies operating in the B2C&B2B sector. These services are developed on the basis of Market-based Management approach and combined in a package “Special initiatives of business profitability improvement on the basis of the concept of customer relationship management” which includes the following methods of improvement:

  • • Development of special offers and added value for target customers.
  • • Identifying effective sales channels adding value for a customer
  • • Setting sales and service business processes on the basis of CRM approach
  • • Increasing complex products sales cycle effectiveness for B2C and B2C channel

Results

As consulting work under package “Special initiatives of business profitability improvement on the basis of the concept of customer relationship management” proceeds your company obtains:

  • • A management team having competences for making necessary changes in marketing and sales system.
  • • Improved chain of creating added value for a customer focused on relationship marketing.
  • • Marketing and sales indicator system focused on customer relationship.
    • Effective sales channels.
• Sales and service business processes set on the basis of customer relationship management approach.