About CCV
PA's approach to CRM in the new economy
The underlying principles of Customer Relationship Management (CRM) are well established: those businesses that can effectively attract, serve and retain the best customers will see significant positive effects on their bottom line profitability. The longer the relationships with these customers last, and the greater the business’s understanding of the customers, the more value is delivered to customers.
PA Consulting Group's experience shows that successful organizations have developed a corporate competency which PA calls the 'Customer Value Engine'. This enables businesses to drive their entire business operation towards delivering and capturing customer value across all contact points with the consumer at all stages of the customer experience. PA believes that, in order to achieve success in maximizing customer value, companies must: develop a clear customer relationship strategy, develop and implement a robust channel blueprint and underpin all this with a clear case for change.
|
