CUSTOMER INTERACTION MANAGEMENT

MANAGING CUSTOMER INTERACTIONS

Customers are in control like never before. They have high expectations, multiple choices and are technically savvy. They command relationships and make decisions based on immediacy, relevancy and convenience across every digital interaction. Their customer journey demands consistency and personalisation of interactions. How can you deliver an outstanding customer experience when the bar is set so high?

 

The answer is by getting closer to your customers. Marrying real time decisions with analytics across inbound and outbound channels, will allow you to develop closer relationships with your customers. By predicting and adapting to their needs and creating tailored interactions you can meet and go beyond what your customers expect.

  • SINGLE CUSTOMER VIEW

    The single customer view, which marketers used to consolidate many types of data to provide a single version of the truth will always be needed. However consumers and the splinternet have changed everything.

  • MARKETING AUTOMATION

    Marketing automation must enable you to effectively manage your prospects and customers and maximise your marketing budget. Does your marketing automation process enable you to manage and measure opportunity cost; does it help you add high value time to the marketing process; are your processes truly ‘lights out’ automated. If the answer is no, then read on

  • INBOUND DECISIONING

    Decisioning solutions must be able to coordinate data to enable a real-time, relevant (and consistent) dialogue with customers. We can guide you to a successful inbound solution both technically and structurally

  • CAMPAIGN OPTIMISATION

    We can help you deliver greater value from the data you are collecting about your customers. We provide analysis and actionable insights, to help you build optimised campaigns program that deliver results

Helping You Improve Your Customer Interactions

Transcend360 Operational Marketing Services are designed to increase the efficiency of an organisation’s marketing value chain. So what can we do to improve your Marketing Operations…

  • STRATEGY

    • Transformation Mapping
    • Defining CI Measures
    • CI Maturity Matrix
    • Capability Assessments
    • CI Discovery

  • PROCESS

    • Process Discovery
    • Defining Campaign Workflows
    • Channel Co-ordination
    • Measurement Framework
    • CI Reporting

  • TECHNOLOGY

    • Technology Roadmap
    • Business Requirements
    • Business Case Development
    • Supplier Evaluation
    • Technology Deployment

  • TEAM

    • Skills Review
    • Define Organisational Structures
    • Defining New Job Roles
    • Managing Knowledge
    • Support and Mentoring

INTEGRATED MARKETING MANAGEMENT SOLUTIONS CAN ADD SIGNIFICANT VALUE

Typical benefits of a correctly implemented IMM / EMM Solutions include:

10%

Campaign Results

Typical improvement in campaign response

18%

Channel Usage

Greater efficiency through better channel alignment

25%

Revenue Enhancement

Uplift in sales revenues

5%

Retention / Churn

Keeping the right customers for longer

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