Get focused on your customer by establishing executive-level ownership of the customer experience
A mid-sized financial services company wanted to focus on the customer experience and increase employee engagement by identifying key roles and functions to be established under the newly formed Chief Customer Office (CCO).
The customer experience job duties and activities were split between marketing and business development, with minimal defined ownership and shared leadership across the organization. Some of the specific challenges they faced included:
RevGen began with conducting internal stakeholder interviews to understand what customer functions and initiatives were being done in different areas across the business. We then partnered with the newly named Chief Customer Officer to define role responsibilities and outline initiatives for a Head of Customer Experience, CX Center of Excellence and CX Ambassador Program. Finally, RevGen created a roadmap that defined three key phases of customer experience organization transformation to ensure future success.
The transfer of marketing leads to sales teams is critical for customer acquisition, however our client’s process was time consuming and heavily manual. RevGen built a proof-of-concept solution that automated the entire handoff.
To improve sales efficiency, our client needed an “At-a-Glance” customer segmentation model that could evolve with their business.
Through a combination of data science and business expertise, RevGen devised a strategy that would grow our client’s revenues by more than 20%.
Get the latest updates and Insights from RevGen delivered straight to your inbox.
