JKU GmbH

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Operational Consulting

Customer Relationship Management

Essentials: The more "No" the more opportunities to improve

  1. Is there a IT-based customer datbase available?
  2. Is this database consistent and up-to-date?
  3. Are all relevant invoice data loaded in the data base?
  4. Does the sales force carry out its activities with their own manual data?
  5. Is there a model in use for classification of customer, and is the marketing and sales plan based upon it?
  6. Is there a complaint management?
  7. Is customer satisfaction part of the total internal values of the company?
  8. ...

Consulting topics: Fees increase when the following is estabished insufficiently:

  1. All customer data centralised and accessible online by the call center?
  2. Is maintenance of the customer data automatised to a great extent?
  3. Are all customer contacts recorded on timely basis?
  4. Can a customer move between the different cluster of the data base?
  5. Are there predefined responsibilities for staff member and customer?
  6. ...