Consultancy & Training

"True and successful Customer Relationship Management must be holistic."

We provide consultancy services in all our operating areas drawing on our extensive experience in our core topic customer satisfaction. As a small, highly motivated, and professional team we collaborate very closely with our clients and effectively assess their requirements.  Our approach to our projects is holistic and our advice is based on findings from surveys, experience from previous projects, and measurements.

Strategy Definition:
We at crm Middle East assist our clients in developing or reviewing their current strategy for customer satisfaction and relationship management. This process is driven by each client's own specific strategic business objectives and level of customer focus: Mapping customers' journey through your organization, we analyze their current experiences – from first contact through to after sales services and billing – and identify the key customer touch- and pain-points.

Process Development & Optimization:

We effectively assess the status quo (processes, policies, quality standards, level of customer-centricity) and perform a gap analysis which evaluates the suitability of processes and communication channels for achieving the strategic objectives set. When optimizing your business process, the voice of the customer is always at the heart of our thinking.

Training & Coaching:
Any project translates into change directly or indirectly affecting the stakeholders i.e. your employees – be it through changes of processes, systems, values or a combination of these. Through our trainings and coaching we support you in effectively managing not only the “hard” but also the “soft factors” which often require a change in the mindset:

  • Development of customized training material for tailored training programs
  • Understanding and interpretation of customer satisfaction indices (CSIs) and survey results
  • Coaching on telephony skills, complaint handling, interview techniques, customer service principles 

We ensure sustainability of results through active participation during the implementation phase, effective process controls, providing customized trainings & coaching, and conducting follow up audits after completion of the project. Our comprehensive audit reports evaluate the level of adherence to processes and foster continuous improvement.