Markets we ServeBusiness Support | Commercial | Local Government CommercialCommercial companies face tough challenges every day. Planning for and achieving growth is never easy. Silverbear has worked with some of the most successful companies in the UK: companies that demonstrate year-on-year growth. Silverbear Portal, as an internet, extranet and intranet presence, provides the online vehicle by which customers and employees can seek information from, and interact with, the organisation.
Commercial – Key Business Issues1 - Customer Acquisition and RetentionIn today's global markets, the customer has the power to move their loyalty from one supplier to another with the click of a mouse. A much quoted Gartner statistic says that it costs five times as much to get a new customer than to retain one! With these kind of costs, it makes hard profit driven sense to retain as many existing customers as you can! A customer who is understood, respected and actively valued, is less likely to change supplier than one who is treated with indifference. The same is true when acquiring new customers. The third aspect of customer intelligence is to be able to measure true customer worth and even long term customer potential. Not all customers are equal in terms of profit contribution and long term value. 2 - Employee retention, understanding and developmentAny successful commercial company understands that their most valuable business assets are its people. Without committed, loyal employees any company will struggle to even retain its market share, let alone grow it. It is against this background that companies are looking for methods to better understand, communicate with, and develop their people. Giving employees a voice and an active part in refining existing business plans and developing those of the future is essential to the future growth of tomorrow's market leaders. 3 - Customer experience mapping and planningThe key to developing powerful customer and employee focused solutions is to put yourself in their shoes and walk through the multitude of possible interactions that you could have with the organisation. Understanding the types of people who interact with the organisation, what their motivation is for doing so, and what their expectations are (and should be) as a result, are crucial pieces of information. Without these, any attempt to develop a solution is severely handicapped. If you don't know who you're dealing with, what they're after and how they feel as a result, how can you hope to meet their expectations let alone exceed them? Silverbear's unique customer experience mapping product allows a company to gain a clear insight into this most essential area of business. It delivers a framework upon which changes in customer and employee profiles can be quickly and easily established, giving companies the ability to tailor its contact points accordingly. Key systems reviewThe Silverbear key systems review looks at the ability of the organisation to meet employee and customer requirements from a people, process and technology standpoint.
The Silverbear key systems review provides the answers and gives a clear, prioritised plan for bridging the gap between the current and the ideal. |
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