Romania

Customer Relationship Management 

We support our clients in the area of customer management strategy, including selection and implementation of IT systems dedicated to CRM and transforming their businesses to focus on their customers.

Customer relationship strategy

 

KPMG offers market trends analysis in terms of customers and competition, evaluation of Customer Relationship Management (CRM) readiness as well as evaluation of your business requirements and needs.

 

The services that we offer are:

  • Development of a customer strategy plan
  • Development of sales channel concepts

 

Customer portfolio segmentation and analysis

 

We can help your organisation to identify and assess customer management process risks and inefficiencies that could help companies to acquire, retain, and service the most profitable customers.

 

The services that we offer are:

  • Definition of risk management strategy and scoring procedure
  • Customer data analysis, segmentation and benchmarking

 

Call Centers

 

We can provide an integrated approach covering several strategic and operational aspects of a Call Center, building a Call Center with pre-defined operational performance indicators and benchmarks.

 

The services that we offer are:

  • Assistance in building your Call Centers (inbound or outbound)
  • Assistance in assessing your Call Centers’ capacity and workforce planning
  • Analysing and improve the call traffic trends to required strategic service levels and market benchmarking.

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Contact us

Please contact us if you have any questions about KPMG services or any other inquiries.