What kind of organisational changes are needed to empower the front line agent to manage such a customer?
Changes are needed in multiple areas. Organisational change is necessary with the top management adopting an interactive orientation which insists that customers have to be managed by the value they bring to the firm. Employees are not only informed about the importance of managing customers but also have access to the rank they belong to such as platinum, gold and silver. Employees are also empowered to be more responsive to the platinum customers. You talk of using CLV as a metric to be maintained and reported as part of the financial reporting procedure. At one time it was the EVA (economic value added) and now it could be CLV? Wont it be seen as a fad? We have just now concluded a study where we show that firms that adopt CLV and develop our recommended strategies to maximise CLV have been able to show growth in shareholder value and stock prices above and beyond the expected norm. So, in my opinion this metric is here to stay as it is not only a comprehensive measure but also a so
Related Questions
- What documentation and/or notice is needed when an employer undergoing Supervised Recruitment changes its attorney/agent?
- What kind of organisational changes are needed to empower the front line agent to manage such a customer?
- What physiological changes from exercise are needed to maintain homeostasis?
