BUSINESS CAPABILITY - Customer Management
| Description | EN: Involves managing and coordinating activities related to acquiring, retaining, and satisfying customers throughout their lifecycle. It aims to ensure a seamless and efficient process from customer acquisition to retention, enhancing customer satisfaction and loyalty. The primary objective is to build long-term relationships, maximize customer value, and drive business growth. FR: Implique la gestion et la coordination des activités liées à l'acquisition, à la fidélisation et à la satisfaction des clients tout au long de leur cycle de vie. Il vise à garantir un processus fluide et efficace, de l'acquisition à la fidélisation des clients, en améliorant leur satisfaction et leur loyauté. L'objectif principal est de construire des relations à long terme, de maximiser la valeur des clients et de stimuler la croissance de l'entreprise. |
|---|---|
| Name (FR) | Gestion des clients |
| Classifying categories | 
Sales & Distribution |
| Parent Maps | 
Sales & Distribution Services (from: 
Enterprise Operations) |
| Packaging Library |
Enterprise Operations |
TREE VIEW
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Customer ManagementInvolves managing and coordinating activities related to acquiring, retaining, and satisfying customers throughout their lifecycle. It aims to ensure a seamless and efficient process from customer acquisition to retention, enhancing customer satisfaction and loyalty. The primary objective is to build long-term relationships, maximize customer value, and drive business growth.
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Customer Assistance
Addresses the provision of assistance, information, and support to customers to enhance their experience and effectively resolve issues or inquiries. Its purpose is to ensure customers receive timely and effective responses, aiming to maintain satisfaction and loyalty. The objective is to optimize customer interactions by delivering high-quality service, thereby improving retention and fostering positive customer relationships that contribute to business success and reputation.
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Customer Claims
Manages customer claims related to product returns, warranty claims, refunds, or other service-related issues. This includes evaluating the legitimacy of claims, processing them in a timely manner, and ensuring resolutions are fair. The aim is to maintain customer trust, improve satisfaction, and ensure that the process adheres to company policies while minimizing operational disruptions.
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Customer Onboarding
Encompasses all activities and processes necessary to introduce and integrate new customers into an enterprise's products, services, and systems, ensuring a smooth transition with necessary knowledge and tools. The goal is to enhance satisfaction, retention, and build strong, long-term customer relationships by delivering a positive initial experience.
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Customer Relationship Management
Encompasses the overall strategy and activities for building, nurturing, and maintaining relationships with customers throughout their lifecycle. It focuses on understanding customer needs, enhancing interactions, and optimizing satisfaction and loyalty. The goal is to foster enduring customer relationships by providing personalized experiences and value-added services, driving long-term profitability and business growth through enhanced retention and advocacy.
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