Customer Management Strategy


The key service principles that underpin our approach to developing the customer management strategy:


  • No matter what happens behind the scenes, the citizen only ‘sees and feels’ their ‘journey’ when engaging with the organisation. Therefore, contact management needs to be viewed through the eyes and feelings of the citizen. The citizens will only notice changes to their journey and the experience at individual ‘touch points’
  • Organisation services should be ‘demand led’ and be accessible to all the citizens and stakeholders
  • Services should be integrated and form part of an end-to-end process
  • Requests for service, should be resolved at the earliest point possible.
  • Citizens should be given alternative service channels, where these offer choice, or are more efficient
  • Citizen satisfaction is a key consideration and should be holistically monitored through performance management regimes and customer satisfaction indicators.


We understand that an effective customer management strategy requires the development of a customer service ethos within the organisations. Therefore, our approach to customer management identifies the elements that need to be blended together to deliver the service.Customer Management Strategy The organisation needs to:


  • Develop a customer focused service culture such that it recognises the importance of contact management and this is reflected in its core operational priority and the behaviour of its personnel.
  • Recognise the importance of dealing professionally with calls from the public and there needs to be a comprehensive training and development programme to ensure that staff have the relevant skills and attitude to undertake the roles that are assigned to them.
  • Enderstand the contact handling as well as call resolution processes. We will bring best industry practice and work with you to develop processes and work practices that meet your specific needs.


From the experience of other public sector organisations it has been proved that improving customer services, through simplifying and integrating services and increasing confidence in their use, improves the cost effectiveness of their delivery. Fundamental to achieving this will be the need to understand customers’ service needs and priorities, their interaction points with the organisation and their experience and use of the current channels. The other inputs required involve an understanding of the customer segments and their life-cycle needs and priorities over a period of years as they interact with your organisation. The ultimate aim is to develop appropriate service bundles and facilities for customer segments and methods/channels of access and service delivery for different segments.


While technology is an important enabler for good customer management, it should not drive the business. With our experience in major technology projects in public sector environments, we can bring technological good practice to develop pragmatic approaches to delivering technology for customer management.


We will carry out a comprehensive review of the current environment and identify key stakeholders including existing partners, organisations and individuals. We will interview key players and will particularly be seeking clarity around the programme, business and sponsorship roles to ensure that, all key roles are being undertaken and that accountability is clear and understood.  We will compare the current arrangements against best practices and our own experience of major change programmes.  We will produce a report that outlines the current strengths and weaknesses and makes clear recommendations for improvements where appropriate.