Customer Relationship Management

As customer segments evolve, tastes change and demands increase, organizations recognize need to move beyond incremental change and pursue ways to integrate new service models that appeal to a more varied consumer base, target the right sets of customers and use technology to produce value-based service experiences.

Providence's Customer Management practice helps organizations to deliver satisfying and profitable customer experiences that foster customer loyalty, support growth, and enable sustained performance.

What is CRM - Customer Relationship Management
Customer relationship management (CRM) is a widely implemented strategy for managing a company's interactions with customers, clients and sales prospects. It involves using technology to organize, automate, and synchronize business processes—principally sales activities, but also those for marketing, customer service, and technical support.

The overall goals are to find, attract, and win new clients, nurture and retain those the company already has, entice former clients back into the fold, and reduce the costs of marketing and client service. Customer relationship management describes a company-wide business strategy including customer-interface departments as well as other departments. Measuring and valuing customer relationships is critical to implementing this strategy.

Business Challenges
New models of customer interaction are shifting power from the company to the customer.

Your approach to optimizing customer interactions should follow one guiding principle: define and understand the customer experience. This is the key to ensuring that your investments focus on the activities that your customers value most. These principles should drive your strategic and operational decisions across marketing, sales and customer service interactions.

Major challenges for marketers:

  • Integrating Customer Information Systems with the back office
  • Web-enabling legacy applications and functions
  • Facilitating customer interaction through the Internet
  • Providing insight into customer behavior
  • Build a long-term, flexible and mutually beneficial relationship with your customers
  • Get the right answer to the right customer through the right channel at the right time.

Our Solutions
Achieving success in today's competitive global markets takes more than great products and services. Knowing how to deliver a differentiated and highly competitive customer experience cost effectively is critically important—and increasingly challenging—as your organization interacts with potential customers through more communication channels than ever.

  • Redefine customer service as part of an overall strategy
  • Improve customer satisfaction and retention through cutting-edge technology
  • Differentiate service experiences based on the expectations and requirements of individual customer segments
  • Customer profoling on it current and potential value.
  • Integrate new service models that appeal to a more varied consumer base
  • Enable a differentiated service proposition across the entire value chain and customer life cycle.
  • Improve customer satisfaction at the transactional and relationship levels.
  • Develop cost-efficient service delivery that balances value to the customer with enterprise value.

We excel in developing superior, broad-based, end-to-end customer solutions that are delivered faster, easier and more cost effectively.

Value For Clients
Few highlights of our services:

  • Lower total cost of ownership
  • Improved response to customer needs
  • Flexibility in responding to customer behaviour
  • More efficient service, higher customer satisfaction, and reduced churn
  • Drives current business requirements with an eye on the future
  • Maximize business outcomes

Our customer management practice gives customer service executives the power to achieve true customer-centricity and reinvent customer service.

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