Customer Relationship Management

Process Overview

<p><span style="font-size:small;">Creates a structure for developing and maintaining relationships with customers. Individual customers or groups are identified, based on their value over time, and their loyalty can be enhanced by providing tailored products and services. Cross-functional customer teams develop Product and Service Agreements (PSA) to meet the needs of key accounts and for segments of other customers. They also work with key customers to improve processes and eliminate demand variability and non-value added activities. Performance reports are designed to measure the profitability of individual customers as well as the financial impact on the customer.</span></p>