AK Insights Ltd.

Customer Relationship Management

 

Customer Relationship Management (CRM) allows a company to satisfy the personal interests of its customers while simultaneously achieving its business objectives. The focus of business has shifted from management of customers, to that of engaging customers and ultimately to providing an experience that the customer truly values.

 

Customer Experience Management (CEM) is the management of customer interactions to optimize their experience across all touchpoints, across all interactions between brand and customer. Touchpoints could be static like a newspaper or online advertisement, or interactive like a phone call to a call-centre or dealing with a salesperson. Developing a customer experience map is often useful at illustrating customers' experiences and allows a company to understand what it will take to reinforce the positive, reduce or eliminate the negative, and meet or exceed customer expectations.

 

AK Insights can assist you with your CRM efforts, including:

• Customer Database Development

• Customer Satisfaction Surveys

• Customer Experience Mapping

• Service Excellence Training

• and more