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COMMUNICATION CUSTOMER RELATIONS We encourage our clients to take a proactive approach to customer communication, and not just wait for the phone to ring or the complaint come in the door. To excel in customer relations, organizations need a strategy, people to carry it out, and technology to support it. You must know who your customers are and understand what’s important to them. You must make regular contact via direct mail, phone call, newsletter, and/or electronic communication. You must be able to track your results in order to learn and adjust the strategy appropriately. Formation Strategies can support all aspects of your customer relations strategy development and its execution.
DATA MINING The first step in developing a customer relations program is to know your customer. Unfortunately, most organizations do not have the kind of systems and reports in place to effectively profile their customers in a manner that facilitates targeted marketing. We can review you customer relations and revenue cycle systems and data capture procedures, recommend and implement changes, and provide ongoing support for data mining of key customer demographics and purchasing habits. If you need to outsource some or all of your customer service or order-taking needs, our highly trained, in-bound contact center staff listens and responds to your customers in a friendly, professional manner. Before accepting a new assignment, we make sure your staff are fully trained in your products and services, and provide management back-up should the need arise. We can also provide out-bound calling for customer follow-up and surveys. CULTURE The hardest part of a long-term customer service plan is developing a culture of customer service. Whether the customer is the department down the hall or a government-owned business in China, the principles of customer service are the same. However, the importance a company's culture places upon them varies dramatically. Formation Strategies uses values-based corporate culture assessment tools to establish a baseline for your organization. Whole system organizational development methods are custom-designed to achieve long-term culture change in the direction desired. Using the same assessment tools, results can be monitored to track progress.
PARTNERING FOR GROWTH
FORMATION STRATEGIES |
