Customer Experience and Marketing optimisation - the approach

 If we want to win and retain profitable customers, we need to

•    write down the according processes
•    see how we can automate them
•    check whether we should outsource them, partly or completely
•    apply the right technologies to support them
•    train and lead people with the right skills to run them and
•    measure from customers’ and our own perspective whether promise and delivery match

Here is the catch: This vital process of customer acquisition and customer retention is broken down into “two worlds”:

There are specialists for optimising an internal organisation’s performance in Customer Relationship Management. They are starting their work assuming you generate enough leads for prospects to call in, or that you have purchased the right data lists for your Telemarketing campaign.

And there are other specialists for optimising external channels in order to improve Lead Generation, Marketing and Sales performance to win more customers. They are producing excellent campaigns and leave the internal organisation up to you.

But in order achieve optimal customer acquisition and retention results, we need to optimise both the external channels and the internal organisation. This is where Jens Moeller Consulting (JMC) comes in.

JMC provides the option to optimise both external communications and according internal organisation at the same time - with the right mix of specialists. Yet, JMC carries out many single tasks on clients’ requests. Here is how it works: JMC suggest the options to resolve your issue. You make your decision. And JMC supports your decision rolling out respective activities. This is true customer orientation.