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Customer Profitability Management |
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Customer Profitability Management (CPM) focuses upon an organisation's most profitable customers/products; and by nurturing these, aims to maximise long-term returns. Customer profitability management impacts upon customer relationship management, product promotion, pricing, and billing and incorporates a high degree of customer behaviour modelling and analysis in a desire to make more informed customer service decisions.
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The Stage
Customer profitability management (CPM) is a key business strategy for ensuring the long-term financial well being of an organisation. In order to succeed in today's marketplace, organisation's need to ensure that they invest in profitable ventures, improve revenue prospects, and fine-tune their customer management processes. By identifying the organisation's profitable and non-profitable customers, decisions can be made regarding how to manage these appropriately, and to consider what new groups might be targeted. It is essential when making such far-reaching decisions that reliable data should be found and sound analysis carried out.
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Management Briefs...
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Call Centre Representatives |
A Call Centre is a department within a company, or a third-party organisation, which manages telephone sales and/or services. The term "Contact Centre" may also be used, and this relates to the primary purpose of the centre i.e. receiving incoming calls from customers that desire to make contact with the organisation. The name "Contact Centre" may also reflect the multiple channels through which customers can communicate and make contact with the centre e.g. email, fax, telephone, web sites.
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