Your customers are increasingly demanding. They want cheaper products and services, and increased customer service; they want flexibility, often without commitment.

They want to reduce their costs, have increasing choice and are being targeted by your competitors.

OIM is helping organisations to sharpen their customer focus and make significant performance improvements in the following areas:

  • Improve customer retention
  • Cross sell and increase share of wallet
  • Enhance customer profitability

Our services cover:

  • Profitability Analysis - Understanding your client profitability will unlock your business potential
  • Research and Surveys - Design, delivery and analysis:
    • Satisfaction
    • Buying habits and propensity to buy
    • Behaviour analysis
    • Performance benchmarking
    • Diligence
  • Customer & Market Segmentation Projects - managing, communicating, delivering and selling to customers in different ways dependent upon their needs and profitability.
  • Customer Engagement Projects - gaining insight into how your brand, products and services, and staff interact with your customer to create value.
  • Customer Retention Planning - building strategies and processes to improve your customer retention.
  • Pricing - developing and refining your pricing models.
  • Key Account Management - a structured approach to managing your largest and most valuable accounts, ensuring they are retained and grow in a profitable way.
  • World Class Recovery - things will go wrong from time to time. Having a robust plan to turn things around quickly will help you retain customers, minimise business impact and improve customer satisfaction.