Areas of Expertise

JMC deliver not only the Marketing expertise but also the CRM knowledge to optimise customer acquisition and customer retention. The following areas of expertise overlap at times. They are all buzzwords. What counts is winning and retaining the profitable customers you need.

JMC is highly specialised on identifying and rolling out those vital 20% of activities that will bring 80% of the business impact. Thus, the way JMC bring their expertise to the table may vary according to the project requirements. Sometimes a workshop, training or coaching is sufficient.

Sometimes specific tasks need to be carried out, such as process documentation, outsourcing or introduction of new technologies. Sometimes it is project management or change management for client’s initiatives to win and retain more profitable customers.Here are the areas of expertise:


As the term indicates, this is all about the way customers experience the performance of a company: from first contact via advertising, direct mail, websites etc. with all their promises – to ongoing customer communication and customer management. Most customers contact their provider in average once per year. And this is the moment of truth.


This area includes the complete online communications approach between a company and its prospects and customers. In Search Engine Optimisation (SEO) language this means:
On page optimisation: How the website is build, its usability, customer journey, interaction triggering customer interest, landing pages for email campaigns, call to action, conversion and analytics. Media integration includes video streaming, interactive games and corporate TV.

Off page optimisation means to promote the site in order to win more traffic. JMC focus on quality traffic by our clients’ audiences – instead of any traffic. This includes classic Search Engine Optimisation (SEO) work such as keyword optimisation, link building, social networking and social bookmarking. It also includes Internet Marketing campaigns including online advertising (pay-per-click, pay-per-lead) and online PR. Such campaigns can be linked with offline Marketing, such as a link (URL) placed in an advert in a printed magazine with the according landing page on the website.


Telemarketing campaigns include searching, selecting, managing and controlling one or more Telemarketing agencies. From first briefing, via developing static or dynamic call centre scripts or telemarketing scripts, to the final report. Due to the market trend JMC have developed a particular expertise offshore providers. Telemarketers’ work can be fee based (e.g. per minute, per call) or commission based (e.g. % of sales, price per lead or per appointment). Further, JMC manage Mailing campaigns as a single point of contact for the client. Often, Marketing campaigns or Lead Generation campaigns are a combination of both Mailing campaign and Telemarketing campaign.


Once a customer is won, ongoing communication is the key to customer retention. After goals and strategies are defined, processes and technologies in customer relationship management, often in call centres, need to be aligned and to be streamlined. Further, the question is how to increase customer profitability. This can be achieved via up-selling and cross-selling concepts. In any customer centric organisation, such as call centres, team leaders are the crucial hub to implement any changes. Thus, leadership skills play a key role.

For more detail get in touch now at: info[at]jmoellerconsulting.com or +44 (0)20 799 32 415