Design

Now that you have identified the right initiatives to pursue it’s time to design the implementation.

The Design stage of customer loyalty management is all about designing the new touch-points and processes that are aligned to your and your customer’s needs.

Outcomes

1. Design and plan the required initiatives
2. Target the highest value changes to the business

Methodologies We Provide

1. Customer Strategy design and roadmaps
2. Customer lead business process re-engineering
3. Services design
4. Call/Contact Centre Strategy
5. Business Case and Business Plan Creation
6. Business Innovation Processes
7. Customer lifecycle design
8. Return on Customer Driver Map
9. Customer Contact Framework
10. Customer Scorecards
11. Customer loyalty programs/schemes
12. Customer Retention Strategy
13. Product and Service Bundling
14. Customer Experience Management

"SBS embarked on a project to review and advance its CRM system and sought Genroe's assistance in identifying the steps needed for this task; including assistance in preparing and editing a Request for Proposal (RFP), managing the RFP process, establishing a short list of suitable suppliers and assisting with the evaluation and selection.

Genroe were professional, knowledgeable and incredibly helpful throughout the process.  They took a very complex task and made it more simple and straightforward for SBS.  They were also a delight to work with!

At the end of the project we felt very confident that we had the right shortlist of potential vendors which meet SBS's needs; we also felt confident that the process in evaluating, shortlisting and selecting was done with the utmost care, consideration and professionalism.

As a manager responsible for a number of marketing functions at SBS, it was difficult for me to devote all my time to the CRM project; having Genroe as a partner allowed me to stay on top of the process and feel confident that it was under great care and management so that I could manage all my other responsibilities.  I think the CRM vendors also appreciated having a knowledgeable resource at their disposal to answer queries, etc., without having to constantly go back to SBS.

I would definitely recommend Genroe.  We wouldn't have been able to get the great outcomes we did without Genroe.

Katherine Raskob
Group Marketing Manager
SBS