Forging links and building customer loyalty

To create and maintain meaningful and sustainable relationships with your customers, we must act according to the actual measured value of each segment of your business. This is called customer relationship management (CRM).

Customer Relationship Management Cycle

To ensure profitability and sustainability, you need to encourage your best customers to buy more, to commit on longer term and to encourage other customers to follow suit while minimizing the impacts on the rest of your customers.

The implementation of contact management software may be an easy solution but provides somewhat superficial information.

Customer relationship management (CRM) should enable you to maintain a meaningful and profitable dialogue with your customers. That is why we help you plan and deploy an appropriate CRM strategy.

Customer Relationship Management Cycle

Customer Engagement Strategy

To obtain a clear, complete and realistic vision of the customer relationship management role within your overall strategy, we begin with deeply questioning your objectives. This helps define the level of engagement needed for each customer segments and actions, as well as the actions needed to build meaningful, profitable and sustainable relationships with them. At this stage, we help you evaluate the coherence of multi-channel deployment and the pertinence of using a recognition program.

Customer Relationship Management Cycle

Marketing Operations

Communicating with your customers is more complex within a relational context than in mass communications. Therefore, we help you establish your annual relationship marketing plan and develop a plan to enhance customer assets.

Communications Management

We can also assist you in managing interpersonal communications to enhance their performance.

  • Establishing a communication policy that sets parameters and adjusts the rhythm of interactions with different types of customers;
  • Developing a consent management framework;
  • Defining management rules for customer membership and direct communication rights when multiple divisions or entities can interact with a customer;
  • Validating the organization’s privacy and communication rights management practices in compliance with the legislative and regulatory framework in Canada and Quebec.