ConsumerContactInsights

“The Horsepower of Intelligence Behind Your Customers’ Interactions”

Customer Contact Management Implementation and Measurement Reporting
The last of the core service offerings that CCI specializes in, is in the area of Customer Contact Management process improvement and implementation. This is generally the last step in the customer management transformation process which can encompass a broad range of recommended changes or enhancements to the customer contact environment. The critical aspect to implementation is deciding where to start by discerning which strategies and plans are going to yield the greatest benefit to both your business and your customer. Too many companies try to bite off more than they can chew by trying to implement all or most of the recommendations that come out of their planning and assessment efforts. CCI attempts to mitigate the temptation of doing this by creating a risk/reward implementation framework. This enables us to prioritize and quantify the benefit or each recommendation, coming out of the planning and assessment phases, for our clients. Once the decision is made where to focus our client’s resources, projects plans and teams can be established to execute a timely and cost effective implementation approach. CCI uses, in conjunction with our partner organizations, Six Sigma certified process improvement experts and project managers to create and manage our project implementation schedules.

As part of every implementation engagement, CCI also deploys a rigorous closed loop measurement and feedback process. This is necessary for tracking process improvement and performance results that ultimately prove out the initial ROI analysis, and hopefully exceed it, so that further recommendation investments can be justified.

Client Benefit
Implementation is the hardest part of any transformation process because it usually requires change and change is not always embraced by an organization. Accurately quantifying performance goals and expectations is the first step to gaining organizational buy-in and acceptance of change. Creating a well thought out and obtainable implementation schedule is the next step to establishing credibility. But proof is not in the pudding, it is in the eating - which is why providing timely and accurate closed loop results reporting is the key to sustained organizational support for these initiatives.

Christine E. Wright, CEO-President, Customer Contact Insights, Inc., 20500 Chalk Rd., Milan, IN 47031, (513) 313-0748