Best Practice Reports
Customer Profitability Management
Customer Profitability Management (CPM) focuses upon an organisation's most profitable customers/products; and by nurturing these, aims to maximise long-term returns. Customer profitability management impacts upon customer relationship management, product promotion, pricing, and billing and incorporates a high degree of customer behaviour modelling and analysis in a desire to make more informed customer service decisions.
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New Product Development - Innovation Strategy
An Innovation Strategy is one which seeks to create, exchange, evolve, and apply new ideas, and thereby produce goods and services which it is hoped will contribute to the success of an organisation.
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Knowledge Creation
Knowledge creation, or idea generation, may be defined as a process of focussing upon a subject of interest with the intention of developing new ideas and concepts. This often involves an interaction between explicit knowledge (available data) and subjective knowledge (intuition)
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New Product Development Tools
Methodologies that, when incorporated into the product design process, enable control of key factors such as cost, risk management, and quality.
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Product Lifecycle Management
Product Lifecycle Management (PLM) involves the application of business strategies and improvement tools throughout the life-cycle of products and services. A central goal of PLM is to facilitate ongoing innovations whilst maximising the profitability and usefulness of products/services throughout their total business life-cycle i.e., from conception through to recycling or disposal. The successful outcome of PLM is reliant upon wide collaboration between all parties involved, and upon the sharing of relevant information throughout the product's life-cycle.
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Lean Techniques
Lean Techniques focus on identifying and eliminating all non-value adding activities within processes; which in lean terminology are called "waste". Lean production processes are designed to improve the efficiency of how organisations use resources and typically have objectives based on minimising waste, reducing costs, and improving productivity.
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Customer Market Segmentation
The subdivision of a market into discrete customer groups whose members share similar characteristics.
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Relationship Management
Customer Relationship Management (CRM) systems are systems that enable companies to easily collect data and information about their customers. This information assists in gaining a better understanding of customer needs, expectations, purchasing preferences, and buying history etc, and allows the company to more comprehensively plan and implement strategies that serve those customers more effectively. As a result CRM systems provide an opportunity to acquire, retain, and increase business.
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Call Centre Representatives
A Call Centre is a department within a company, or a third-party organisation, which manages telephone sales and/or services. The term "Contact Centre" may also be used, and this relates to the primary purpose of the centre i.e. receiving incoming calls from customers that desire to make contact with the organisation. The name "Contact Centre" may also reflect the multiple channels through which customers can communicate and make contact with the centre e.g. email, fax, telephone, web sites.
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Customer Satisfaction Surveys
A survey designed to obtain customer feedback on satisfaction with an organisation's products and/or services.
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