Current challenges

Customers today are very demanding and prone to switch suppliers. From a modern company they expect individual consulting and personal contact.

To avoid high customer churn, the central challenge for a company is sustainable and emotional customer retention.

The customer's satisfaction with your product and your company is crucial – across all phases of the life cycle: from quotation to billing, from quality of consulting to complaint management.

With SHS VIVEON you have the right partner at your side to face these challenges.

• in getting to know your customers better by answering questions such as:
  >> "What development potential do your customers have?"
  >> "Which products do they use and which cross- and up-selling potentials exist?"
  >> "How high is the risk of customer churn?"

• In order to give you these answers, we use the latest analysis methods and integrate internal and external information – e.g. from social media channels – into this process.

• in segmenting your customer base with respect to customer value and in optimising all customer processes accordingly, such as customer contact or service level.

• in realising a cross-channel campaign management: from requirements analysis to tool selection and process design to implementation and operation.

• in designing and implementing customer retention schemes – e.g. loyalty programs or referral marketing.

• in developing and implementing customer value oriented cross- and up-selling strategies.

• in identifying customers liable to leave (churn analysis), in preventing them from doing so (churn prevention) and also in winning back former customers (win-back strategies).

• in measuring the success of your customer management in real-time (performance measurement & reporting).