Growth through Customer Centricity

Emesa - Vakantieveilingen

Oplossing

Cmotioneers carried out a long-running change programme that followed a roadmap to develop, select and implement new CRM processes, skills and resources.

Here is a brief summary of the components for each pillar of CRM:

• Superlative strategic customer knowledge management: 100% customer identification, developing a marketing data warehouse, formulating customer profiles and score odds, structuring the CI organisation.
• Professional customer value management: formulating the customer value segments, contact strategy and processes to optimally develop the customer segments
• Distinctive and honest customer interactive management: defining the work methods to support structural growth in customer value, customer relations and customer satisfaction, selecting the tooling, running the Data Protection Audit and bedding it in as a responsibility

Result

The work carried out by Cmotions resulted in developing CRM processes, methods, skills and resources that guarantee continuity and customer knowledge. Vakantieveilingen is now completely prepared to keep growing into a leading customer-orientated online organisation.