Customer Retention Program
Decorium International has developed a practical approach to
Customer Retention Management:
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A customer
satisfaction research defines what customers value as
important business processes, and how they value the
performance of the company on these issues.
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Based on a
statistical analysis the drivers of customer
satisfaction are defined, including which drivers should
be prioritized in improvement processes.
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Adaptation
projects make sure that these improvements
are realized. In this process we use the Six Sigma
approach
with Green Belts.
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Companies,
especially management levels, often observe just
negative performances of suppliers. That is why
improving the performance does often not improve the
customer satisfaction. A perception management program
make sure that relevant persons at the customer become
aware of the improvements of the company.
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At last, a
verification measurement will show if the goals of the
adaption projects and perception management program are
met.
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