Fostering Long-Term Customer Relationships by enhancing Customer Experience A Case Study at Consultancy Inc.
Publicerad
Författare
Typ
Examensarbete för masterexamen
Master's Thesis
Master's Thesis
Modellbyggare
Tidskriftstitel
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Volymtitel
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Sammanfattning
In today's competitive business environment, the importance of fostering long-term
customer relationships through enhanced Customer Experience (CX) has become
vital. This study explores the important need to improve CX practices to build lasting
customer relationships. The study focuses on a case study at Consultancy Inc., a
leading consulting firm founded in 2000, to address the urgent need to improve
customer relationships through a refined CX strategy.
The research at Consultancy Inc. was motivated by the recognition of the evolving
customer landscape and the increasing emphasis on CX as a key differentiator in the
consultancy sector. The study aimed to analyze Consultancy Inc.'s current CX and
Customer Relationship Management (CRM) practices to identify areas for
improvement and propose tailored strategies for enhancing CX. By focusing on
research questions related to customer relationship assessment, factors influencing
customer experience, and strategies for developing long-lasting customer
relationships, the study aimed to offer practical insights for Consultancy Inc. to drive
sustainable growth.
By examining Consultancy Inc.'s customer-centric approach, the study identified gaps
in communication strategies, feedback mechanisms, and personalized customer
interactions that were preventing the development of strong customer relationships.
The findings highlighted the importance of implementing advanced metrics and tools
to evaluate the effectiveness of CX initiatives and CRM mechanisms. By aligning
theoretical frameworks with empirical data, the study recommended a strategic shift
towards proactive customer engagement, personalized experiences, and continuous
improvement in CX strategies to enhance customer satisfaction.
The study's recommendations highlight the transformative potential of tailored
communication strategies, real-time feedback mechanisms, and personalized customer
experiences in fostering long-term relationships and driving business performance. By
integrating CX practices with CRM strategies, Consultancy Inc. can create engaging
customer experiences that meet customers' changing needs and preferences,
positioning the firm for lasting success in the dynamic consulting sector.
Beskrivning
Ämne/nyckelord
Customer Experience, Customer Experience Management, Customer Relationship Management, CXM metrics and tools, Consulting sector