Customer Management is a comprehensive, full time activity managed by an enterprise or its partner vendor. It comprises multiple activities, such as customer acquisition, customer relationship management, customer support, and customer engagement.
- Customer acquisition is generating the right kind of leads by pitching the right kind of solution in the language of the customer.
- Customer support involves L1 and L2 customer assistance in an omni-channel environment in the customer’s preferred language.
- Customer relationship management is a set of activities and strategies with a goal to improve customer service and customer satisfaction, thus influencing customer retention and driving sales.
- Customer engagement is driving the emotional connect with a brand or an enterprise to improve the customer loyalty and net promoter score.