cpMAX: Implement programs
Execute, execute, execute.
"Three reasons why good strategies fail: execution, execution, execution," states Knowledge@Wharton. So many companies have spent so much effort in developing and planning strategy, but failed to achieve the desired bottom line results.
The rigors of implementation can be greatly underestimated. Successful execution of customer profitability strategy is complex because it is dependent on your ability to:
- Drive collaborative effort across multiple departmental silos.
- Staff the implementation team with the experienced personnel who have previously implemented similar programs to ensure that pitfalls can be identified and solved before they waste time and resources.
- Deliver a focused dedicated implementation effort, while still doing "your day job".
The cpMAX process helps organizations deliver successful customer strategies time and time again by providing the experienced personnel, cross silo coordination, and focused effort required.
Description
Our customer management programs combine experienced customer management practitioners with the proven steps that are needed to implement programs quickly and effectively for our clients.
One of our key focuses is leveraging the existing resources and capabilities within your organization. This is done for two reasons: to reduce the overall cost of implementation and to transfer knowledge for the long term. Knowledge transfer is achieved by having the Genroe staff coach and advise your staff.
We implement customer management programs in the following categories:
- Customer management infrastructure -The foundation elements required to create a customer management operational framework
- Customer loyalty - "Building block" programs that are required to drive sustainable customer loyalty in the long term.
- Cross sell, up-sell, save and winback -Tactical programs to drive incremental profit from customers
- Customer experience management -- Customer contact and touch-point implementation to assess sabotage points and identify proactive customer contact points that can be leveraged to enhance the customer experience
- Customer channel management - Drive a consistent customer experience across multiple communication channels to a common retention, cross sell or up-sell goal and deliver improved customer profitability
Benefits
The key benefits that Genroe bring to customer strategy implementation are:
- Experience: Having implemented numerous similar programs at other organisations, the Genroe staff know the most efficient and effective way to implement each program, avoiding risk and maximising success.
- Focus: Internal staff must divide their attention between implementation and on-going business. Genroe staff are focused on delivering the project.
- External: Not part of any silo nor aligned to any internal group Genroe staff can provide the third party perspective that ensures you do not get delayed in the implementation process
- Knowledge transfer: Through a pro-active knowledge transfer process Genroe ensures that your staff are better prepared to deliver customer strategy.
