elements
Centered around unlocking latent business potential and amplifying profit margins, our model is based on five interconnected elements, which collectively create a robust, client centric framework to promote and foster sustainable growth.
client centric framework
Include, understand, and balance the interests of all stakeholders and define a clear vision and strategy that puts the client at the core of all business activities. Executives advocate client centric behavior by making and executing decisions that reflect the prioritization of client needs. Within this client centric framework, the organization is encouraged and enabled to integrate client centricity into day-to-day activities and its operation.
cross-functional collaboration
By aligning the value chain with the customer journey every function enriches the customer experience and crafts clear, tangible value propositions across relevant touchpoints. Fostering a learning culture supports cross-functional teamwork and paves the way for continuous enhancement. Jointly establish and routinely evaluate client related key performance indicators (KPIs) to track the health of client relationships and the impact of the client centric approach
CRM culture
The integration of CRM principles into every aspect of the organization develops a strong CRM culture that supports business decision-making, fosters customer loyalty, and drives sustainable growth. The CRM playbook serves as blueprint for ingraining customer centric thinking into the fabric of the company's culture and operations. CRM culture embedded in the organizational DNA of the company increases transparency, provides a 360-degree client view, and allows for informed decisions across the company.
systematic sales
client centricity @ work crafts and executes structured and tangible account plans focused on clear goals and based on deep understanding of the customer journey and critical touchpoints. It integrates sales as an embedded discipline within the company and ensures a consistent, transparent, and engaging approach. It promotes consultative sales competencies and continuously increases credibility.
client centric technology
client centricity @ work advocates for the business view, ensuring that technology aligns with strategic objectives. It brings the client perspective into technology development, prioritizing features and functionalities that deliver value to end-users. It emphasizes the user view and ensures an integrative and client centric system design, enabling employees to efficiently address client needs.
