BPO Proposition -> Customers Need

Customer's Need

• Centralised & knowledgeable service & data agents
• Unified, strategically developed marketing & support services
• Tactical services such as data mining, data warehousing & integrated customer support to minimise churn
• Proactive marketing & support for customer satisfaction & loyalty
• Compellingly low cost implementation
• Proprietary control yet outsourcing cost efficiency
• Confidence in reliability of outsourced services see slide 13

  ____________________________________________
  Bottom Line: Customer Satisfaction
  

End User's Needs

• Larger enterprise accounts have account managers
• Consumers & small/midsize enterprise accounts are left on their own
• Classic CRM paradigm is reactive
• Reacts to spot fires
• Consumers & enterprise accounts need:
• Understanding & effective customer care in language they understand
• Proactive CRM focused on “small things”, not broad campaigns
• “Drive for show, putt for dough”
• Building Customer relationship means building loyalty*

*Walker Information, Inc., Market Survey,
see http://www.destinationcrm.com/articles/default.asp?ArticleID=4021&KeyWords=Walker%2B%2BAND%2BInformation
re: importance of ease of doing business to customer loyalty