In today's changing business environment you need common sense, cost effective, holistic & practical ideas to help you balance the effectiveness of your direct & telephony-based customer relationship building activities (CRM) & you need lasting value for your consulting dollars.
Having spent over 25 years with over 50 organizations in 12 countries in various types of non face-to-face customer communication activities, you may benefit by my expertise in helping people (from senior management to those in customer-facing roles) work within unlikely & sometimes challenging systems (processes & technical) to deliver excellent results. We accomplish this primarily by:
- Conducting operational reviews & "human/systems audits"
- Tracing actual processes proscribed with those used.
- Evaluating supporting physical, cultural & technical environments, including other related & seemingly non-related areas within the organisation to ensure constraints are identified, considered & mended.
- Suggesting ways to moderate negative effects & maximise the benefits from change management & operational improvement exercises, (decentralisation, centralisation, etc.) to increase benefits through people
- Creating & leading tailored and focused training for staff in customer & client facing roles, as well as for those who manage them in the basics of non face-to-face customer contact, sales & customer retention.
