Your brand is more than your logo—it’s what people think of you. Customers don’t remember what you did, only what they felt after they left. Understanding and influencing how people inside your organization make meaning of, and thus deliver, your brand is the key to consistent delivery.
Customer Relationship Management (CRM) is about managing customer relationships and creating offers to change customer behaviour in a way that builds enterprise value. It will add a customer-centric focus to the way that companies look at profitability. After all, your customer is the most important factor in your organizational success.
Although it can be managed tactfully by software or technology, CRM is ultimately a strategy composed of tactics, processes and behaviours. It is planned at the enterprise-wide level where benefits and costs transcend departments and affect the entire enterprise.
By organizing your data with a customer versus product centric focus, we will be able to help you:
The Poirier Group’s experiences retail consultants will identify, collect, and review strategic documents, current tools, related studies and operational assets. Then we will get to know key stakeholders on your team through interviews with Senior leadership, Operational Leaders, frontline employees and Customers to craft ideal experiences for your customers and contextualize you overall vision. Next, we map your current state customer experience to identify key pain points that can be mitigated and opportunities that can be optimized. Finally, we ensure your team is aligned through the entire process before we initiate and facilitate full implementation of the desired strategy
Our proven track-record in process redesign, aligned with Customer Experience (CX) best practices, streamlines your operational activities that are key to productivity and increasing your margins.