#STRATEGYFIRST
Let’s develop customer service as a real differentiator for your business.
Customer Service 2.0 follows commercial strategy.
Is your customer service part of an integrated commercial strategy and ready for the next level?
Complete the check now to see if your customer service can be a real differentiator for your business and is part of an integrated commercial strategy (marketing, sales, service).
Pain point: customer service as a "blocker" of the company's success.
Customers have a negative customer service experience.
Reactive problem solving instead of proactive value creation for the customer.
No defined service offering towards customers.
Internal employees fail to see the value and potential of customer service.
The main focus is on order processing.
No customer service management system that enables scaling up and transparency.
Cases (e.g. returns) are processed too slowly and not in line with the needs of the customer.
Little performance transparency, unclear KPIs and inadequate, non-scalable service processes.
Fluctuation and non-uniform "service behavior" of the agents.
No systematic mapping of processes and resource allocation.
Customer service is not a reason customers come and stay. They may even leave because of a bad experience with customer service.
Research.
89% of companies expect to compete primarily based on customer experience.*
According to a Zendesk study, around half of customers say they want to switch to a competitor after just one bad experience. If there is more than one bad experience, the number increases rapidly to 80%.*
*Source: Zendesk
“Our success factor? Our technical customer service system introduction was preceded by a content-related strategy phase with n‘fuse. It focused on the factors that will drive our business in the future.
The system was successfully implemented in line with this. It is our #1 sales tool today, is extremely user-centric and supports the implementation of the strategy every day.”
The objective.
A holistic, documented customer service strategy,
- that builds on the company's commercial strategy (sales, marketing, product management).
- establishes customer service as a real differentiator.
A customer service structure that offers transparency, measurability and scalability.
Ultimately, the basis for your next, successful chapter in customer service: Customer Service 2.0.
The solution.
The future customer service strategy needs to be based on customer and market needs as well as marketing and sales strategies.
This includes the analysis of market structures, competitors, market development scenarios and trends.
This knowledge leads to an effective development of the customer service structure 2.0.
Our approach: The 8 element-approach for developing a customer service strategy.
Strategy check.
Complete the check to see if your customer service can be a real differentiator for your business and is part of an integrated commercial strategy (marketing, sales, service). How do you rate your company regarding the 8 strategic elements below? How much do you know today, have you fully defined all elements, is there a need for clarification or development?
Scale: not good at all (1) to very good (4).
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Sales organisation follows Strategy
We develop and implement your future sales organization - based on a commercial strategy that has been clarified in advance.
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New customer acquisition follows Strategy
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CRM follows Strategy
We develop and implement your future sales organization - based on a commercial strategy that has been clarified in advance.