The Customer Acquisition and Service Cycle
With the increasing use of technology for servicing customers, a new set of analyses is required - the modeling and optimizing of the entire customer acquisition, contact and service cycle.
We work with Primary Matters Inc. in this area. They have developed a superb tool for modeling your customer, product, service delivery, installation, sales approach, customer contact, customer service, technical support service, and infrastructure options (e.g. ACDs, PBX, Web based self service, in-house vs. direct sales calls, etc.)
Activity based modeling is a key approach to understanding how to control your costs, focus your efforts and increase your profitability. With The Guide (TM) from Primary Matters, running scenarios to understand the consequences of proposed new ventures, product launches, changes to delivery strategy becomes painless.
