To address the challenges facing Customer Relationship Management, it is vital that every organization designs its own goals and identifies the related strategy under expert guidance.
Extens Consulting is a consulting firm specialized in customer experience, principally in the analysis, consulting and transformation of customer journeys. Jointly, identify how to develop a positive approach towards the customer and employee experience.
time and energy.
Increase customer retention and loyalty: win back a lost customer will cost your company 12 times more than keeping an existing customer.
your chances to sell.
Chances to sell to an existing customer is between 60 and 70%. Chances to sell to a potential customer is between 5 and 20 %.
your recommendation rate.
A satisfied customer tells 3 people instead of 12 for an unhappy customer.
your existing customers.
On average, firms think to lose 21% of their customers because of a bad customer experience. In reality, it’s 70%.
With the help of Key Performance Indicators, we perform an audit of your customer journey including all interactions through each touchpoint.
We imagine new forms of relationship with the customers to work on acquisition, loyalty or reconquest.
We audit your customer service and / or participate in the homogenization of your operations. We can also work on the optimization of your organization, processes and tools.
We capture and analyze all data coming from your customers regardless of the acquisition channel (phone, emails…).