Customer and Partner Networks - EN
Customer Management and Networking
Systematic management of customer relationships is a core issue especially for solution and service business. Too often, the focus is only on short-term planning of sales to key customers. However, efficient customer relationship management is based on a process in which you get to know your customers ever better. Understanding your customers' goals, opportunities and risks gives a much better basis for defining your own vision and development goals for your customer relationships. Developing the key customer relationships requires consistent work in the long term, and the account managers and teams need many new skills for this.
We will help you to define your optimum customer relationship management process and tools, integrate the CRM system seamlessly into the process and train the organization to acquire the needed competence and implement the operating model.
We deliver with high quality
- Defining the processes and operating models for customer relationship management
- Consulting for the CRM project, selecting solutions and support for rapid implementation in the sales organization
- CRM coaching programs and tailored specific training
- Customer relationship analyses and customer-specific action plans
- Consulting and training for a customer-oriented approach
- Coaching for account managers and teams.
Case: Competence for key account management
A growing Finnish industrial enterprise concluded that the core issue in its sales development was key account management. The project supervised by Koivuniemi included analyzing the current customer relationship management process, recognizing the development targets and creating a new operating model. The account managers received training in the new model, and now they make CRM plans efficiently with their teams.
Case: Troubleshooting the customer relationship
An ICT company needed to discover the reasons why one of its key customers was constantly dissatisfied and made frequent complaints. The delivery process was analyzed and the customer interviewed by Koivuniemi, and thus the problems were pinpointed and development actions defined. When the necessary actions were taken, the customer relationship improved notably.