16 Nov World Class Customer Service Key To Consumer Goods Product Management
In the Consumer Packaged Goods Industry, World Class Customer Service is demanded to ensure a customer centric approach in dealing with customers to maintain a competitive advantage in management of products and services in the marketplace; implementing the right strategies to reduce costs, and improve customer satisfaction across all potential customer touch-points become sources of a competitive differentiation:
Planning and Business Development; Create relationship and interface with external and internal customers in an effort to understand the needs of each group. Define based on industry. Based on needs, develops and implements new strategies to provide the desired level of service to stakeholders continuously improving customer experiences.
Innovation- Business Process Improvement; Directs initiatives, driving stakeholder and or cross-functional collaboration to insure high quality decisions and results are achieved. Researches, evaluates and recommends outsource solutions in an effort to reduce operating expenses without sacrificing service levels.
Customer Service Operations; Leads strategy and implementation of all customer service functional areas, including order entry and order management; reporting, measures and metrics; product knowledge and training; Order to Cash processes; and Key Accounts and Customer Relations, and Call Center / Customer Support Service.
Technology- CRP applications; Evaluate organization requirements reviewing comprehensive CRM software solutions available for small and medium size businesses; Customizable features can include an “escalation alert” that can be tailored to specific situations when a supervisor would be notified if a customer service situation exceeds certain parameters.
This was posted by Jim Embry at www.cpgbrokers.com. Contact us if you are looking for an expert as a consumer packaged goods broker.
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