Customer Centricity

Challenges

• High competition pressure
• Depending from pitches and requirements of asset managers in charge:
  • Professional management
  • Fast reporting
  • Flexible administration (e.g. IT connection)

Project approach

• Analysis of organisation regarding interfaces and focus on key accounts (AM)
• Implementation of a „customer focus“ in all organisational units
• Identification and optimisation of processes for client retention and individual solution approaches for tenders
• Support in the development of products and price definition processes
• Implementation of administrative workflows
• Analysis and assessment of IT systems applied and customer reporting according to best practice and individual requirements

Results

• Increase of customer satisfaction
• Improvement of negotiation position
• Retention of existing clients
• Improvement of market position as well as success opportunities in pitches and tenders
• Improvement of USP towards direct competitors