CUSTOMER VALUE MANAGEMENT CONSULTING
Enable your organisation to give your customers the service they want whilst ensuring your financial objectives are met
High-quality customer service that maximises profitability and loyalty requires a deep, joined-up understanding of the entire customer value lifecycle: from first contact through to payment collection and beyond.
The Customer Value Group is re-defining the way customer relationships are managed
The overall quality of the two-way customer relationship-service delivered combined with profitability, cost of service and cashflow, has for so long been difficult to measure. The Customer Value Group’s unique approach has changed the rules, and defined a new language for Customer Relationships: that of end-to-end process transparency and accountability for credit, collections and customer service.
The end result: Optimised cashflow; reduced process complexity and cost; enhanced customer service; and more profitable customers.
Our clients’ customer relationships are driven by a joined up best-practice credit, collections and customer service process and subjected to the closer scrutiny of the financial slide-rule. Our clients make more informed decisions as a consequence and retain the customers they should be doing business with.
Our CVM software solution is designed to be implemented as either a standalone system or to provide a collaborative overlay platform that integrates with existing financial and CRM packages. Either way, it introduces a shared set of tools that plug unwelcome process gaps and provide joined-up customer intelligence to revolutionise service management. Whatever your requirements, our software offers a highly flexible, scalable solution.
“By managing Collections and Customer Service Issues Management in an integrated way, we were able to get to the root cause of the delinquent debt.”
End to end approach driving cashflow, cost reduction and boosting customer retention
The Customer Value Group (CVG) has one overriding objective – to generate maximum value for its clients from their relationships with their customers in terms of cashflow, profitability and the service they provide. Our approach has succeeded in integrating the disparate worlds of Accounts Receivable (AR) and Sales, liberating hitherto unrealised financial benefits for Global 2000 clients and large F&A BPO providers.
CVG implements best-in-breed software and services which focus on the automation of credit, collections and customer query/dispute management. Recent CVG clients have delivered huge reductions in AR by collecting cash more effectively whilst also, surprisingly, enhancing service levels through better communication and faster resolution of key customer issues. We call this Customer Value Management (CVM).
At The Customer Value Group our ethos is to grow as a result of our clients’ growth, as they realise their commercial goals. Where we differ from traditional consultancies is our offer of the speed, value and innovation benefits provided by leading-edge software solutions. Where we differ from the typical software vendor is in providing the sustainable, sympathetic programmes which clients would expect from seasoned experts in business process transformation. The positive effect of Customer Value Group lives on long after the team has left the building.
The Customer Value Management universe is centred around making customer relationships as profitable as possible. To achieve this, our holistic solution approach targets cost, cash and service – treating each as a symbiotic, inter-dependent piece of the CVM benefits jigsaw.
Driving down sales and administration costs
Customer Value Group’s approach focuses on key cost drivers in the invoice-to-cash process. By deploying leading-edge processes, activity management and workflow technologies in the credit, collections and customer service areas, our clients can identify customer service issues early, reduce administrative error rates, streamline and automate complex manual processes and reduce interest expenses by converting uncollectible AR into cash.
Accelerating the invoice-to-cash cycle and maximising cashflow
Through the management of credit risk, appropriate segmentation of customers and selective automation and management of collection activities, The Customer Value Group’s clients are more effective at collecting cash against outstanding invoices.
Our approach identifies and automates the resolution of customer service issues early to ensure that collection cycle times are reduced and AR/cash conversion is accelerated.
Enhancing customer satisfaction, loyalty and retention
The Customer Value Group’s solutions bridge the gap between traditional customer service software and financial best-practice credit and AR collections. The convergence of these two areas in one unique solution enables our clients to focus on processing customer service items and manage credit and AR collections using just one system. In addition, our clients measure the cost of customer service and can evaluate which customers to focus their valuable resources on.