Major Media provides training and consultation to help you and your employees develop focused strategies, tactics and skills to measurably improve customer and employee loyalty, and organizational performance.  We provide an integrated set of products and services to improve bottom-line performance and profitability in mission-critical areas.  

Maximizing the Customer Relationship  

Customer loyalty research has demonstrated that customers who are users of five or more of a company's products or services are far more loyal and profitable than average.  Many organizations have used this research to focus on cross-selling opportunities, product promotions and customer loyalty programs. 

 Major Media's products and services optimize the results of these efforts, by building the trust and loyalty of all customers, and responding to strategic business opportunities, at every stage of the customer relationship.    

The following chart, from our executive program, Managing the Human Equation, illustrates some of the key business opportunities that exist in a typical organization, at various points in the customer relationship, and some of the key actions and skills required to realize these opportunities.   
   

Strategic Business Opportunities	Key Personnel - Functions Involved	Key Skills and Actions
Customer Acquisition Stage
Increase the average value of new accounts. Improve the prospect- to-customer conversion ratio. Decrease the average length of sales cycles.	Employees & managers in:    inside and outside sales,  inbound and outbound telemarketing,  marketing,  strategic planning.	Determining the expectations of new customers and convincing them that your products, services and people will better satisfy their requirements than will the competition.
Account Development Stage Building Customer Loyalty & Account Value
Goals in this column apply to all activities listed in the account development stage.      Increasing lifetime revenues generated by each account.       Decreasing customer's propensity to defect to competitors.     Seeking and utilizing each customer contact to maximize satisfaction and loyalty.	Communications   marketing & customer communications,  customer education,  internet content development	Proactively setting and satisfying customer expectations by providing them with information that adds value to your products.
	Customer Support   call center staff (CSRs) service center staff tech support help desk staff billing, A/R staff shipping department	Fulfilling baseline customer expectations by conducting transactions, providing product and service information, answering requests, scheduling, updating records promptly, accurately, and courteously.
	Customer Satisfaction   All members of the organization, including but not limited to the above.	Consistently exceeding customer expectations and  preventing attrition by continually identifying customer expectations and needs, solving problems, resolving complaints and complex or difficult issues in a way that builds trust and loyalty rather than contributing to attrition.
	Building Account Value   inside and outside sales,  inbound and outbound telemarketing,  marketing, customer service tech support customer communications	Continually identifying and effectively acting upon opportunities to cross/up-sell products and services to enhance the organization's value to customers and increase the financial value of existing accounts.
Pre-attrition Stage  Customer Redevelopment & Retention
Averting customer defections. Rebuilding account value	Proactive Retention   Marketing   Sales   Telemarketing   Customer Service   Customer Communications   Customer Retention	Proactively identifying and redeveloping targeted accounts whose purchasing levels have dropped, or who exhibit other characteristics of being at high risk of defection.
Preventing loss of account/customer value in past-due accounts.  Insuring maximum yield.  Returning marginal accounts to profitable status.	Preventing Loss  Front-end collections  Credit Accounts receivable	Maintaining account value and credit worthiness by restoring collection accounts to "current" status.
Reducing customer "churn"	Reactive Retention  Sales  Marketing  Dedicated retention reps  Customer Service  All others with customer-contact responsibilities	Identifying and reselling customers who are at the point of defecting to the competition.
Post-attrition Stage
Reacquiring customers whose business has previously been lost.	Account Reacquisition  Inbound and outbound telemarketing  Sales  Marketing  Dedicated retention reps	Targeting lost customers for special sales efforts.
Decreasing write-offs Improving  yield on aged receivables/collection accounts.	Loss Minimization Back-end collections Credit Legal	Insuring maximum yield on collection accounts by negotiating appropriate payment arrangements.

 
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