Consulting Offer: Marketing & Sales
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You want an in-depth analysis to be carried out and actions taken to better interact with your customers throughout their journey.
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We work with you to develop tailor-made strategies to identify these optimization levers. Our end goal is to help you develop action plans to implement your holistic optimization strategy for more profitability.
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MOMENTS OF TRUTH
Objective: detect and analyze your MOMENTS OF TRUTH and all levers to improve sales and overall performance in changing environments
Holistic approach to a company's business performance including business and operational processes, strategy alignment, customer portfolio, values, information systems and tools
Analysis of all the levers of sales performance through commercial and operational processes and moments of truth, interactions with customer workshops
Interviews on all key topics of the holistic approach
Optional: online survey of key skills and actions for sales and customer relationship populations
Cross-analysis of all data to determine performance levers, improvement priorities according to the strategy and associated action plans - Support of senior executives throughout the process of evaluating commercial performance to define priorities and action plans through workshops Perspectives in terms of training, sales and management academy, sales skills matrix, implementation coaching
Customer Centricity
1. Measure customer satisfaction
objective: Evaluate the satisfaction of your customers during your "keys moments of truth" through the Net Promoter Score as well as through tailor-made customer satisfaction enquiries
- Net Promoter Score
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- Customer Satisfaction enquiries
2. Measuring Customer Loyalty:
We can measure customer loyalty through Social listening : Help boost your online brand presence and protect your reputation as well as manage customer dissatisfaction
This is done thanks to:
-E-Word Of Mouth Analysis and the choice of effective social listening
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-Brand & Customer interactions analysis
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3. Customer Experience Management
Improve your performance in daily customer service actions
-Customer Service Scanning:
Skills and actions scanning
-Process from Service failure to Customer loyalty analysis
Establishment of an effective process and means of communication
-Customer Experience Analysis through the selling and service failure process
YOUR NEEDS IN HUMAN RESOURCES FOR ACHIEVING EXCELLENCE
MATRIX OF COMPETENCIES & EXPERTISE & SALES POPULATION
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Specific expertise in skills assessment and implementation coaching with a skills matrix
Objective : to build a matrix of skills tools to assess the skills and key actions of commercial, non-commercial and operational populations
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Define key skills and correlate key actions with HR and sales management through workshops
Build a tool including all the elements related to the skills and key actions with a reference scale through workshops based on the skills matrix
Online survey for all populations concerned to be assessed on the basis of the skills matrix
Cross-analysis of all data to determine the performance levers in terms of skills and key actions, improvement priorities in accordance with the strategy and related action plans
Support for all managers throughout the skills matrix assessment process to define priorities and action plans through workshops
Perspectives in terms of training, support for implementation
specific expertise in personality, behavior and communication assessment and implementation coaching
Objective : to improve knowledge of your own personality and the keys to adapting the relationship in your personal and professional environment -
Specific expertise in the assessment of personality, behavior and communication skills in interpersonal relationships
Online survey and individual assessment tool for all affected populations to be assessed
Cross-analysis of all data to determine combination with situational environments
Collective and individualized feedback to share the keys to understanding and better improve your personality
Perspectives in terms of training, support for implementation
B2B Marketing
BUYING AND SELLING JOURNEY
Objective: Improve your commercial and negotiation approach by analyzing your " Buying and Selling Journey "
REFERENCES: TARKETT, ASSA ABLOY,
SHV (PRIMAGAZ-LPG), MERSEN
