Customer relationship management includes much more than many leaders realize, CRM includes, customer intelligence, customer experience integration, customer service, relevancy as well as marketing and sales strategies.

Customer experience is the total journey of a customer’s interactions with a brand, including interactions before any purchases occur. Customer service is the act of supporting customers and includes all the advice and assistance a company gives its customers. Customer care is a measure of how well customers are treated and taken care of while they interact with the brand across all channels. Customer support is all about troubleshooting and resolving customer issues. Customer relationship management (CRM) is all of the activities, strategies and technologies that companies use to manage their interactions with their current and potential customers. Customer Relationship Management benefits business of all sizes. using and maintaining an effective CRM is the basis for effective scalable customer relations, sales and marketing systems.

Effective customer relationship management drives growth and profit. The world’s leading organisations use our “Customer First” World Class Customer Relationship Management (CFRM) system to understand their different customer groups and their always shifting different customer behaviors, desires, needs and expectations to respond quickly with custom, tailored solutions. Our clients use our “Customer First” Customer Relationship Management System (CFRM) to improve, marketing, sales, customer experiences and customer service to convert users to customers quickly and to create life-long customer relationships. Our CFRM provides what leaders need to create effective customer centric strategies. We help organisations implement CRM initiatives, from targeting potential customers to customer retention issues, our exceptional customer consulting teams help companies address customer priorities and solve complex customer problems throughout their life-long customer relationships. Our exceptional customer consulting teams work closely with our clients and our innovation consultants to help our clients develop new profitable product and services using our World Class Continuous Innovation System “Excelerate”. We help clients use our “Customer First” CRM to improve the management, organization and operations of businesses, clients often use our CFRM to improve the effectiveness of Supply Chain Management.

There are various types of customer relationship management, operational, analytical, collaborative and more, we help organisations create value by managing all aspects of customer relationships.

Exceptional voice of the customer design and improvement, customer experience strategy and design, predictive analytics and ROI modeling are all part of our “Customer First’ Solutions to exceptional growth and value creation.

Our customer consultants and industry experts understand our clients’ customer challenges. We empower our clients to re-imagine how they connect, engage and interact with their customers across all communication channels. We create effective solutions to help companies create strategic conversations to deliver strategic messaging to reach all their customers across all platforms, and devices to enhance customer journeys and create life-long customers. Our customer consultants help make one-to-one customer relationships a reality.

Customer service, customer care, customer appreciation, customer support and customer excellence are the combined total of efforts, activities and services companies deploy to make sure customer expectations, customer demands and customer experiences are met or exceeded. Customer Service is more than just customer engagement, experience, journeys and touch points, it is about customers’ overall perceived value of your products, service, brand, company, leaders and their experiences. “Customer First” is all about creating lifelong customer relationships. “Customer First” service and “Customer First” experiences include all customer oriented activities which take place before, during and after a purchase. Customer service is an investment in building enduring lifelong relationships with customers; customer experiences are very important and should be positively memorable however experiences are only a part of building lifelong customer relationships. Convenience is very important to today’s demanding customers.

A very poor customer service, engagement or experience can have a lifelong impression on a customer, in today’s highly connected world, poor customer service and unhappy customers can cause significant client retention and acquisition problems. If you lose customers, you lose the money you spent attracting the customers, creating the customers and the lifelong value of the customers. Customer service is an investment, the more effective you make your overall customer service and customer experiences, the higher the return on your investment. Lifelong customers can be a source of many new revenue streams. If companies want to grow, create value and be competitive they need to stay ahead of customer expectations.

In today’s world consumers have many options, customer demands and expectations are constantly evolving, identifying and understanding your true customers is complicated but key to exceptional organic sustainable growth and value creation. Customer expectations and demands have increased dramatically over the last few years. What was good enough customer service, customer experiences and expectations in the past are not acceptable today. Customer expectations and demands have never been higher.

It has been our experience, that many clients think they are providing superior customer service, however they admit that they do not truly understand their customers and most companies do not tailor their customer experiences based on their customers’ needs or expectations.

Consumers are changing brands at unprecedented rates, our research indicates that inferior customer service and experiences, and failure to meet customer expectations cost global businesses more than 1.8 trillion dollars in 2019. Depending on the organization, industry and market it now costs approximately 8 times more to create a new customer than it does to retain a current customer.

We help clients prioritize end to end customer strategies and develop complete customer satisfaction solutions. We help organisations identify and thoroughly understand their customers and empower them to retain customers and find new sources of revenue. Our customer relationship and engagement consultants help develop and implement strategies to develop long-term customer relationships to fuel sustainable profitable growth.

Our exceptional consulting teams help leaders completely transform there management, organisations and operations into “Customer First” businesses. We transform, organization culture, brands, innovation, products, services, management and business models into Customer First solutions. We help leaders reimagine their vision and redefine their purpose and align strategies with new Customer First business models to make customer driven organisations.

“Customer First” customer service begins with thoroughly understanding your true customers before any sale is made. Today’s customers demand relevant marketing, sales and brand content combined with engaging customer touch points, journeys and experiences before giving companies money. Our exceptional research teams help clients define and understand their clients using in-depth research, advanced analytics and artificial intelligence; often identifying and understanding customers requires more than analyzing data and monitoring social media, in many cases our exception people on the streets in 125 countries are needed to help organisations truly understand their clients. Customer buying experiences and customer expectations are different in many countries, customer service expectations are also different. Our exceptional client research and intelligence teams provide clients with rich in-depth global customer research including needs, behavior, preferences, loyalty drivers, buying patterns, feedback, expectations and suggestions for improvement that customers have for companies, products, services, and brands. Our intelligence teams provide everything needed to develop more relevant and agile customer strategies. Our exceptional customer and competitive intelligence teams in 125 countries provide the information global companies need to provide superior customer service to help become and stay global leaders.

For more than 65 years we have been helping global organisations create and retain customers, and build lifelong relationships with their customers. We empower organisations, providing customer and competitor insight, intelligence and investigation services that are vital to the customer decision making process. Our exceptional customer consulting teams have been helping organisations develop the most effective “Customer First” customer creation, retention and experience strategies for decades.

It takes more than relevance to win over empowered customers with there many options in a competitive environment. Companies, products, services, brands and levels of customer care now need to evolve in real time to win and retain customers. Companies need to be flexible and adapt to always anticipate and exceed customer expectations and customer preferences to gain durable competitive advantage. New levels of customer engagement, connectivity, and appreciation are needed to create and retain customers in today’s market. We help clients use technology to optimize convenience, customer experiences, customer journey and all customer interactions and touch points. We help clients develop next generation customer service and customer care strategies. We help clients rethink their sales, marketing and branding to help increase relevance and improve the rate of customer creation and user to customer conversion. Our customer consultants help empower entire organisations and teams to create and retain customers and convert customers to become brand, company and product advocates.

Our Customer Consultants use our rich in-depth customer research to help organisations build core capabilities to develop actionable strategies to exceed customer expectations in all areas. We combine our in-depth customer insight and experience, industry expertise and technology to help organisations clients create the best customer experiences, journeys and interactions to provide unique customer tailored solutions to retain customers and increase brand loyalty.

The goal of great customer service, customer care and customer engagement is to meet or exceed the expectations of all customers in every activity, experience and interaction, our bold and ambitious clients call us to develop customer strategies that push the boundaries of client expectations to create a durable sustainable competitive advantage. Our exceptional customer experience consultants transform customer experiences in ways that go beyond today’s expectations to capture new audiences and create new sources of revenue. We develop enhanced customer satisfaction strategies to help companies impress their customers, we help create a strong appreciated brand, customer focused products and services to help convert their customers to product, brand, and company ambassadors and advocates to spread the word across all channels of social media. Our exceptional 3900+ customer consultants work with our industry experts to help clients develop more effective custom designed customer strategies and strategic customer conversations to help create company and brand obsession. Our exceptional brand and customer experience consultants unlock growth and help clients achieve exceptional value by bridging the gap between brand and customer experience.

Stakeholder expectations for growth and profitability continue to increase while the global business environment grows more complex, fluid and fragile. The global business environment and highly competitive business landscape require much higher levels of customer satisfaction. We are constantly providing our clients thought leadership and exceptional customer focused solutions to drive sustainable growth. Our exceptional customer consultants help our clients align their strategies and business models to create a customer first organization to create sustainable exceptional valuable by building lifelong customer relationships.

We empower organisations to deliver increased sales by transforming sales strategy using a customer first approach. We use new enhanced truly customer focused marketing strategies to greatly increase marketing and sales effectiveness. Our customer consultants help develop more effective sales strategies, methods and sales conversations. Our customer service consultants work with our management consultants and clients to achieve customer engagement excellence by redesigning customer service models, processes and systems. We help clients enhance customer engagement, and experience with digital solutions and journey mapping.

Organisations need to anticipate and stay ahead of customer expectations. Our exceptional customer research scientists and people on the streets are normally the first to detect customer shifts and provide the most up to date in-depth customer insights.

Customers now demand more than convenience, value and engaging customer experiences, they want to give their money to organisations with values that are aligned with their own. Customer-centric experiences are no longer good enough to create and retain customers in today's global economy, they demand more, we help clients develop and implement true Customer First strategies to create sustainable growth and value. Customers now demand sustainability, Our customer consultants work closely with our sustainability consultants to create long term competitive advantage. Our exceptional multi-specialist integrated consulting teams, provide cross functional strategies to achieve synergies, reduce time and accomplish more. We often help bold and ambitious clients implement enhanced strategies to achieve organization and operational excellence and disruptive innovation simultaneously to create maximum impact and positive change, to create truly customer first organisations to create exceptional sustainable growth and competitive advantage.