Customer Experience Management
In today’s highly competitive market, Customer Experience Management can often be the difference between a successful or unsuccessful business.
Bridge Street Consulting works with clients to develop capabilities and strategies to increase customer satisfaction, loyalty and advocacy. This translates into enhanced business performance and profitability. In Bridge Street Consulting’s experience, it is critical that CEM involves a whole of business approach.
Integral to a CEM are effective customer relationship management (CRM) strategies. Not to be confused with the CRM systems focus of the early 2000, Customer Relationship Management (CRM) strategies aim to personalise an organisation’s offerings to selected customers based on customer insight and preferences. The goal is to increase retention, cross-product ownership rates and profitability. Bridge Street Consulting have distinct expertise in the area of CRM strategy and delivery.
“Andrew’s insight and understanding of the value to be gained from a holistic approach to managing our customer experience was invaluable.”