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Customer Management Transformation Program

The Customer Management Transformation Program is an internally developed best practice process providing the frame work that underpins all of Lorem’s Transformation projects. Many stories abound of horrific project failures and to avoid such outcomes, the Lorem process has been developed with all the appropriate embedded checks and balances to afford clients the confidence, that as we evolve the customer elements of your business, we will achieve relative superiority to your competitors in the most effective and efficient way.

Originating in the early 1990’s, the Lorem Customer Management Transformation Program is a constantly evolving process incorporating experiences learned over time and through multiple projects.

Synergetic with the Lorem philosophy, the processes major design criteria include:

  • Practicality and realism in all outputs
  • The flexibility to be customized for individual businesses specific needs
  • Maximum interaction and involvement of the client’s representatives

The Lorem Customer Management Transformation Program kicks off with the ‘Discovery’ phase, typically over a period of two months. During this time, Lorem’s expert team who have in-depth expertise across the ‘five pillars’ will work intensively with your representatives to review and research all components of your Customer related operations.

We will map out in detail your current environment, and employing world’s best practise models as a benchmark, compare this with where you wish to be and your industry peers practices and develop plans to reach the agreed goals. From these exercises we as a team will produce:

  • Roadmaps for all major projects within the agreed goals with a focus on quick wins
  • High level business plans suitable for executive management presentation for each major project
  • High level budgets

The second phase of the Customer Management Program that is dependant on the desired outcome as agreed in the ‘Discovery’ is the execution phase. The duration of this phase is relative to the complexity and quantity of projects agreed to have been undertaken, and the delivery desired. However, our experience has shown, with a fast track approach, this period is generally between nine and eighteen months. The first focus is to develop detailed business plans for each agreed project and aggressively target the quick wins. Achieving these quick wins in as wide a range of areas as possible consolidates the various stakeholders commitment to the overall project objectives.

Lorem have undertaken numerous strategic engagements over many years across a wide range of industry segments, in order to produce definable results. If you wish to be rated alongside the best in your business for Customer Service, then contact us to see first hand the benefits the Lorem Customer Transformation Program can bring to your company.
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