Understand

Once you understand what drives customer loyalty and how you are performing in those drivers you can build a detailed understanding of the changes that are required.

In designing the changes you will need to address the incremental value they will bring to the business along with the cost to implement.

Outcomes

1. Identify the opportunities in your business
2. Calculate the Incremental Value of Opportunities
3. Prioritise the opportunities
4. Assess the gap

Methodologies We Provide

1. Customer Journey Mapping
2. Touch point mapping
3. Data analysis
   • Customer Value Mapping
   • Customer data analysis
   • Customer feedback analysis
     • Waterfall views
     • Regression analysis
     • Promoter/Detractor financial analysis
4. Organisational Capability Audit
5. Financial Impact Analysis
   • By Customer Segment by Touch point

"The Cellarmasters Group engaged Genroe to do a review and audit of our contact centre including best practice benchmarking. The mandate that we gave them was to come up with a set of quantified "Quick Wins" and more material initiatives that we could implement across our outbound and inbound contact centres with short pay back periods to drive the bottom line growth of our business.

I am pleased to report that we were impressed by both the level of detail that Genroe went into and the thoroughness of their investigations and also the prioritised set of initiatives that they came up with. The challenge we now have is implementing those recommendations and again Genroe have given us practical assistance to start off the process in the form of workshops to explain their recommendations. We have also now engaged Genroe to assist us with scoping the business requirements and project manage the larger initiatives to ensure that they do get delivered."

Guy Brent
Chief Financial Officer
The Cellarmasters Group