Customer Centricity

Challenges

  • High competition pressure
  • Depending from pitches and requirements of asset managers in charge:
    • Professional management
    • Fast reporting
    • Flexible administration (e.g. IT connection)

Project approach

  • Analysis of organisation regarding interfaces and focus on key accounts (AM)
  • Implementation of a „customer focus“ in all organisational units
  • Identification and optimisation of processes for client retention and individual solution approaches for tenders
  • Support in the development of products and price definition processes
  • Implementation of administrative workflows
  • Analysis and assessment of IT systems applied and customer reporting according to best practice and individual requirements

Results

  • Increase of customer satisfaction
  • Improvement of negotiation position
  • Retention of existing clients
  • Improvement of market position as well as success opportunities in pitches and tenders
  • Improvement of USP towards direct competitors