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The field of client services is more than just being nice to customers. It includes account mangement, customer lifetime value, key accounts and customer segmentation, contact center channels, escalation procedures, customer satisfation analytics, renewal and churn management, help desk and knowledge base development, agent training, monitoring and service analytics, CRM, and contact center technologies. Kestrel Consultants can help with the strategies and execution to turn your customer-facing organization into a service excellence and client-retention asset.
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Client-Centric Strategy
- Fractional CCO (Chief Customer Officer)
- Service Policies and Procedures
- Customer Satisfaction
- Omnichannel Integration
- Voice of the Customer / Client Feedback
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Change Management
- Merger and Acquisition Business Integration
- Technology Changes and Adoption
- Process Optimization
- Internal Communications
- Risk Analysis and Risk Management
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Key Account Strategy
- Key Account Criteria
- Resource Allocation / Executive Sponsorship
- Client Advisory Board
- Co-Marketing Srategies
- Co-Development Strategies
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Account Management
- Account Segmentation
- Account Planning Srategies
- Upselling and Cross-selling Strategy
- Value-Added Services
- Loyalty Programs
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Client Lifecycle
- Customer Lifetime Value (CLV)
- Customer Journey Mapping
- Customer Onboarding and Activation
- Renewals / Return Customers
- Churn Management
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Customer Reviews
- Testimonials
- Referrals
- Online Review Outlets
- Brand Listening
- Reputation Repair
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Contact Center Strategy
- Inbound Communication Channels
- Inbound Routing (IVR and Call Assignment) Chatbots, Virtul Assistants, and AI
- Knowledge Base Development
- Escalation Procedures
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Service Quality Assurance
- Response Time
- Customer Service Standards
- Agent Training
- Service Monitoring and Metrics
- Sentiment Analysis AI
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Service Technology Stack
- Client Relationship Management (CRM)
- Integrated Communication Tools
- Chatbots, Virtul Assistants, and AI
- Help Desk Ticketing System
- Collaboration and File-sharing Tools