Outsourced Chief Customer Officer to Identify the best approach to customer service...
When you think of growing a company, most leaders start with increasing sales. Sales is only part of the equation. If you increase sales, but lose those new customers in a short period of time, the growth through new sales is lost. Our proven model focuses on the acquisition of best customers, retention of those customers and growth of current customers. Loyal customers who appreciate the value being offered by products and services, tend to build greater trust with organizations and tell their friends.
By engaging an Eleserv Chief Customer Officer who has proven experience, knowledge, and practice of key design elements, the Eleserv team can bring substantial growth to the future of your organization.
Our team will focus on customer-centric metrics to ensure customer success and enhanced customer experience. A typical engagement would look like this.
1. Identify the metrics that indicate current state of customer service.
2. Gather data on customer spend and customer retention.
3. Gather information on customer service representatives.
4. Review sales process to understand value proposition presented to
5. Review Marketing strategy and the customer targets.
1. Build story of customer experience, challenges, and why they leave.
2. Understand the ideal customer and build personas
3. Present findings of current state and outline recommendations for
4. Present phased approach to implementation of recommendations with
the associated metrics to meet expectations
1. Provide training and guidance during implementation.
2. Implementation of the Plan
3. Adoption of the Plan
4. Recruitment of Ongoing Leadership
Who is your customer?
When you build a new customer service model or change your existing model, Eleserv works with you to define who your customer is, what business your customer is in, and who your contact is within the organization. We help your organization focus your service efforts on understanding the customer expectations, understanding the value of the retained customer, and the financial impact of aligning your service model with your company strategy.
Once we understand your customer, the Eleserv team will evaluate the successful relationships within your customer base. Relationships that provide value to the customer and to your organization. We ask the tough questions...
What does success look like for your customers?
Why do your customers leave?
Eleserv will then marry the customer expectations with your company strategy and create a model that will support the achievement of organizational goals, while retaining the best customers with the greatest value.
The design of the customer service model will enable the organization to have an executable model with established goals, objectives and benchmarks for successful implementation.
Our deliverable action plan will outline the necessary steps and processes that relate to the goals established in the plan. The key here is to execute the plan. Our team will be your partner to ensure a successful execution for all elements of the plan.
We will provide guidance and expert advice on troubleshooting and adapting the plan as issues arise
Specifics, objectives, and timelines will be outlined in the plan
Benchmarks will be established and reviewed
Responsibility for specific objectives will be assigned
Our team will develop specific metrics for measuring outcomes and enable the data
collection to ensure the progress of the plan is producing results.
What is the average value of your customer?
What is the average tenure of your customer?
Eleserv will outline the complete profile
of the successful customer service representative,
assist with job descriptions and the recruiting of new team members.
Our team can help your organization create a new or review an
existing talent management program ensuring that the goals that
you have set align with expectations. Coming out of this review will
be an executable plan that your organization can use to drive all
future implementation and activity.
Eleserv will design, train and coach your supervisors for the ongoing performance management of the customer service team. We will train team leaders in basic leadership skills, clearly identifying key metrics and the identification of the behaviors that drive those metrics.