Often new customers costs much more expensive than retaining those already in the database. However, it would be a mistake to treat them equally. Some need more attention, some need guidance from time to time, and some do not even want to be bothered. This is definitely a strategy that deserves special treatment.
To provide a basis for more effective understanding of the needs, preferences and behaviors of their customers, is required skilled management of this relationship with a focus on critical points, thus providing an adequate supply of services capable of generating a positive perception of the experience of users.
The CEM (Customer Experience Management) aims to create a differential value in the management of your business relationship with your customers. KPMG can help improve your current model for managing relationships with customers and make it an even more effective for your business.