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MSC Consulting and Coaching

Six Sigma Customer Relations Management

Back to Basics

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Improve your customer relations management by  first mapping your
business. Capture best practices, define and improve processes and develop a
sophisticated spec sheet for your customer as well as supplier. Align your supply chain processes. In order to develop an effective CRM system an organization must design, develop and maintain customer relations management processes that will make customer relations focus systemic within the organization.

Our approach:
  First, the potential customers and customers must be identified
  Second, must know the customer
 Third, must understand and connect to the customers and the customer's organization
   Forth, must act and serve your customers by producing and delivering exactly the information, products, and services that they need
   Fifth, must measure and monitor all interactions with customers
   Sixth, must always follow up with customers in order to assure current satisfaction and determine future needs and to keep the customer relationship strong

Identify and Know your customers

  • Customers can be segmented in many ways (see attachment) and levels

  • Each level can be given the customized attention that deserves

  • Customer interests can be expressed, tracked, and used to eventually develop trends for future marketing purposes

Understand and connect (CRM) to your customers by directly or indirectly communicating using,

  • Direct meetings

  • Surveys

  • Customer focus groups

  • Third party  

 Must also understand that contacting the customer will have its implications such as the customer will expect action and results (improvements)

Serve your customers

  • Manage and use the knowledge of your customer's requirements, needs, and expectations
  • Provide the customer with the all information needed to make decisions

Measure and monitor

  • Develop and use customer driven measurements
  • Analyze and Manage Gaps
  • Maintain gains

Nurture the customer

  • Always follow up
  • Always act