Customer Management

Customer Lifecycle Management
The lifetime of a customer relationship with a corporate can be broken down into three basic stages

Acquisition - The start of the relationship when the customer makes the first purchase or transaction.

Retention - The maintenance of the relationship where the customer continues to use the products or services offered (Activation, Usage, Retention).

Extension - When the growing needs of the relationship pull the customer to other products and services offered (cross-sell).

Xerago uses technology initiatives to manage every stage of the customer lifecycle - whether it be acquisition through alternate channels, web-based customer support service systems, cross-sell propensity modeling, etc.

At every stage, every customer interaction can be analysed to understand process pain points and gaps and suggest automation solutions to optimise the efficiency of the transactions thus boosting overall corporate profitability.

Our four business units focus on their core competence to deliver effective solutions to manage customer relationships across the three stages of the lifecyle.

Customer Acquisition: Focuses on the use of technology-driven channels to boost new customer acquisition across products and services.

Customer Intelligence: Focuses on the use of data mining, modeling and analytics skills, technology and algorithms to generate and report insights into your customer base to drive intelligent customer management programmes

Customer Relationship Management: Offers the top selling Xerago Analytical CRM, Xerago One View – a complete operational CRM suite along with other tools, services and systems to protect your CRM investments

Customer Listening: Focuses on the use of technology and quality principles to deliver streamlined customer feedback and their impact on business strategy, processes and infrastructure.