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Customer Experience - Strategy, Governance and Planning

Increase customer retention and attract new customers with an effective Customer Experience strategy.

An effective customer experience strategy can help you uncover untapped revenue in your organisation. NEC Australia can work with you to ensure your customer experience strategy is aligned to your corporate strategy and vision to maximise the benefits of improving customer satisfaction.

Customer Experience requires a continuous improvement paradigm. Consistent measuring of customer satisfaction and return on investment (ROI) will deliver ongoing opportunities for improvement and increased revenue.

NEC Australia can work with your organisation to help analyse, plan and govern all aspects of your customer experience solution. This in turn can positively influence buyer behaviour to increase customer retention and attract new customers. Our Customer Experience consultants are skilled in mapping and analysing the key customer interactions throughout the customer lifecycle. They use the NEC customer experience framework to ensure all aspects of your customer experience strategy are covered and included.

NEC customer experience framework:

XRM & CRM

NEC’s framework helps you:

  • Determine the key people, process and technology factors that impact on customer interactions
  • Develop effective business cases to resolve any identified issues
  • Put your business cases into action so they deliver on time, on budget, and to the expected business outcomes
  • Ensure your business cases and actions are aligned your organisations’ CRM strategy and corporate vision.

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