Building and pooling detailed knowledge
of your customers is critical to maximising the value you
can give them. Our expertise in this area centres on identifying
what 'customer knowledge' is most important to gain and maintain,
in order to align products, services and marketing strategy
to best fit their wants and needs.
Through the use of key
account plans and specific account actions, knowledge
acquisition is targeted, gained and measured. This knowledge
can then be used to promote specific products or value added
services that meet customer objectives. Improved customer
knowledge can improve competitiveness or help you identify
additional solution-based services to meet customer vulnerabilities
that you've discovered. One example is a recent Utility client
that was able to identify and understand further a customer's
operation and supply requirements which led to increased loyalty
though the provision of additional infrastructure which increased
the security of their supply to this major industrial customer.
Imonic's approach in this area, much like
our philosophy with many of our other services, is to concentrate
on the fundamentals, and measure the value any additional
knowledge contributes. We will then incorporate more sophistication
when the client starts to harvest the initial benefits.
They say "knowledge is power",
it is clear to us that knowledge provides "access".
- · To identify further customer
- · To meet more often and develop
- · To provide more effective solutions
Our "fundamental" approach to
knowledge management, assesses the key steps of:
- Knowledge acquisition.
- Knowledge growth.
- Knowledge access.
- Knowledge media.
By "gaining" and "using"
knowledge from your customers and "linking" it to
their objectives and to the service/products you supply -
you aid their success, as well as yours!