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