Solutions
1Customer Value Map
Improve your customer experience. Add value at every touchpoint to enhance customer engagement and benefit your business.
Social networks. Mobile devices. Instant chat. Interactive voice response. Does your company integrate data from these and other new online customer interaction channels into its enterprise data warehouse? Without feeding this information into your EDW for a holistic view, your Customer Relationship Management (CRM) won’t be as effective.
For over a decade, businesses have relied on CRM to improve customer satisfaction, loyalty, and profitability by establishing an enterprise view of the customer. But when it comes to attracting and retaining customers today, steps taken as recently as last year aren’t nearly as successful. A flood of new interaction channels now exists, facilitating non-stop, real-time customer dialogue. Morevoer, customers want to see a whole view of you – and connect with your business in simple, instantaneous, and rewarding ways.
Your challenge? To reach customers where they are and improve their experience with you. Ajilitee’s 1Customer℠ Value Map helps you to see your customers in the context of how they want to see you, and maps your route to enhanced Customer Engagement Management (CEM) for increased wallet share and improved competitive positioning.
Enhance your customer strategy with a powerful evaluation of your CEM capabilities
Customer Engagement Management is about transforming customer satisfaction and relationships into greater value for your business. Today’s flock of new online channels are touchpoints that can capture customer preferences and behavior. They also present opportunities to better meet growing demand for more information and customer service , when and how customers want it.
In two weeks, Ajilitee can help you assess your customer engagement capabilities and identify ways to improve them. We tackle:
- How to leverage current tech investments in CRM and customer services for better results
- What information strategies will deliver a holistic view of customer information across ALL source channels, new and traditional
- Where to allocate IT resources in the next 12 months to improve outcomes
- What metrics to use to evaluate your customer engagement effectiveness
- How to better support your Marketing team
Our 1Customer Value Map is a maturity model that provides insight and feedback on the caliber of your Customer Engagement from a number of key information-focused perspectives, such as information strategy, quality, integration, governance and stewardship, and analytics. Our model addresses seven core levels of CEM maturity and provides context, substantiation, and recommended next steps for advancement.
Using our maturity model, we will assess your relative CEM maturity in two workstreams. First, we will conduct a CEM Maturity Assessment, which focuses on how your customer information is being managed. This entails:
- Identifying key customer data systems and repositories
- Rating the quality of customer data
- Assessing the degree of integration of customer data – across systems and lines of businesses
- Determining level of data governance and stewardship of customer data
Next, we will conduct a Customer Information Usage Maturity Assessment, which focuses on the usage components to assess how customer information is being used. This entails:
- Identifying key customer business processes
- Assessing business satisfaction with customer information assets and systems
- Determining the ability of business to access pertinent information
- Determining the level of information analysis available to impact CEM/CRM behavior
Our assessments help establish the foundational framework for Master Data Management (MDM), a comprehensive approach to managing and sharing critical customer data across multiple system architectures, platforms and applications. Aligned with data governance and data quality, MDM establishes a bridge across information silos enabling enterprises to view an accurate and comprehensive view of customer data.
In the end, our 1Customer Value Map delivers a comprehensive set of foundational materials that aligns your vision and strategy with measurable business results. You will receive a customized maturity score and rating; a prioritized list of CEM maturity dimension improvement opportunities; key metrics to measure your CEM effectiveness; and guidance on next steps.
We view Customer Engagement as the next essential phase of CRM and customer experience programs, turning valuable insights on customer behavior and preferences from all touchpoints across business divisions into brand ambassadorship, heightened loyalty, and increased wallet share.
