Customer and Marketing Communications Management Case Study
Situation
A credit card company spends a lot of money establishing point of sale facilities at airports, shopping centres and other areas where there is a lot of public traffic.
This has been a successful strategy but the level of people signing up at the stands was not matched by the number of people who signed the contract when they received it in the mail.
The length of time that the contract has taken to get to the customer means that the customer has either changed his mind or, prompted by the idea of getting a new card found a better deal.
Solution
The company recognised that the issue with conversion lay in the time it takes for mail to arrive at the customers home.
Svp Customer Service - the First Customer Communications Management Sponsors Meeting
You will need cross-functional sponsorship at executive level to ensure the successful delivery of a customer communications management infrastructure. We’ll talk about all the SVP roles within the business over time but for today, lets talk about the SVP of customer service and lets talk about outbound communications in this article. (I’ll cover inbound benefits in another post).
The Senior Vice President (SVP) of customer service within your business may be one of the biggest benefactors from customer communications management. In a full scale roll-out you are almost certainly going to need to enlist the SVP of Customer Services support.
Customer Communications Management will have a significant impact upon the call centre and the way that call centre operatives will work. Below I set out some of the items of discussion that you should table with the SVP of Customer Service.
Svp Customer Service - the First Customer Communications Management Sponsors Meeting
You will need cross-functional sponsorship at executive level to ensure the successful delivery of a customer communications management infrastructure. We’ll talk about all the SVP roles within the business over time but for today, lets talk about the SVP of customer service and lets talk about outbound communications in this article. (I’ll cover inbound benefits in another post).
The Senior Vice President (SVP) of customer service within your business may be one of the biggest benefactors from customer communications management. In a full scale roll-out you are almost certainly going to need to enlist the SVP of Customer Services support.
Customer Communications Management will have a significant impact upon the call centre and the way that call centre operatives will work. Below I set out some of the items of discussion that you should table with the SVP of Customer Service.
Customer Correspondence and Communications (Outbound Communications)