The Customer Management Areas covered by FRAME ! Strategic Drivers of Customer Management ! Organizational Structure support for

Customer Management

! Customer Culture of the Organisation ! Business Justification for Customer

Management

! Stewardship of Customer Management ! Employee Engagement in Customer

Management

! Understanding Customer Needs

! Managing Customers within a Regulatory Framework

! Understanding the Competitive Environment ! Formalization of the Customer Proposition

! Customer Management and Brand ! Customer data sourcing ! Customer Information Management

! Deploying Customer Information ! Understanding Customer Transactions

! Wider Understanding of Customers ! Segmenting Customers and Prospects

! Customer Management Planning ! Customer Contact Strategies

! Managing Communications Campaigns ! Channel management ! Identifying and Targeting Prospects

! Converting Sales ! Welcoming New Customers

! Activating New Customers ! Delivering Basic Service

! Managing Key Accounts ! Engineering the Customer Experience ! Retention Programmes and Campaigns

! Service Recovery ! Winning Back Lost Customers

! Increasing the Value of Customers ! Managing Lifetime Value

! Managing Cost-to-Serve ! Understanding the Customer Experience

! Measurement of Customer Management Activity

! Training and Competency Development

! Managing Customer Management Suppliers ! Privacy and Security of Customer Information

! Introducing new technology

Customer Management Planning

One of the 41 Change Definition Pages

A summary of the change required

The Nature of the transformation required

The Top Line Programme Plan

One of the detailed Programme Plan Pages

The Cost side of the Business Case

Customer Management Planning Approach

The Benefit Side of the Business Case

The Benefit side of the Business Case

The Return on Investment

Contact Elaine Kirby CM Frameworks ekirby@cmframeworks.com Tel 61-405-112355

Colin Longden CM Frameworks clongden@cmframeworks.com Tel 61-419-616785