Practices & Analytics

Service Excellence

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Global data indicates that 50% of clients are lost by firms in 5 years. Retaining profitable customers and selectively acquiring new ones is the core of any successful business strategy today. With an increasingly competitive environment, customers are also demanding more personalised and enhanced service levels. Cedar assists clients to develop a Best-in-Class Customer Service Strategy which includes:

• Customer segmentation
• Customer contact analysis
• Assessment of current customer service levels
• Technology assessment
• Best Practices benchmarking using proprietary benchmarking methodologies
• Development of a new Customer Service Strategy
• Customer Service Strategy Map
• Strategy Deployment Roadmap

Key parameters of the strategy are mapped against the organization’s processes and serve as inputs to deploy the appropriate CRM solution. Cedar provides end-to-end services, from vendor selection to implementation assistance. Cedar also assists clients in setting up or improving performance of call centers / help desks.

Thomas Cook
GoldMan Sachs

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