Step Up Your Customer Engagement
Who is building long-term relationships with your customers?!
For utilities and consultants, account managers are your customer liaisons. Their role is to consistently and proactively seek and build new relationships at different levels within your key commercial customers as well as bring information about your key customers back into the organization.
Account Managers and Customer Relationship Management (CRM) teams are one of the greatest single, and often untapped, resources within your organization. Their innate skill set, along with the management support and tools made available to them, determine how effective they can be.
CRMs develop personal 1:1 relationships with your most important customers. They make your customers feel heard and supported, which is ultimately about building trust. They supply your customers with important data, deliver difficult news and are the first to present your energy programs and influence customers to participate. This work, when done well, turns customers into partners and it’s the most valuable longevity tool you can develop.
Have you ever heard customers say they love their account rep, but they don’t like their utility? When customers have a choice on utility providers or facility project implementors, your CRM teams are crucial to your long term growth.
How are you investing in your CRM team? Does the Manager of your CRM team have strong customer sales and relationship building experience? Have you designed goals and metrics to drive the right activities and recognize the work being done to build strong customer-partner relationships?
Climate Forward Solutions brings short-term, cost-effective guidance to Customer Engagement teams:
Customer Engagement Framework: Building strong customer relationships is key to building pipelines that grow your business and expand participation among existing clients/customers. Are you doing everything to build these long-term relationships? We bring decades of experience in long-term customer-relationship management to help fine tune your approach.
Empower productive cross-department collaborations: Effective collaboration requires far more than scheduling group meetings. Multiple Managers have to work together to establish cross-team understanding and value among all contributors. We support Managers, Senior Managers and Directors across several teams, to set up your programs for long-term success.
CFS conducts a thorough review of your CRM team structure, program development and participation objectives. Our assessment process is inclusive of all internal groups who are part of the customer experience (Marketing, Call Center, Programs, etc).
Through individual staff and team interviews, we make recommendations for improving employee engagement, identify inter-department collaboration opportunities, content your customers will value, and the tools/data your CRMs need to improve their ability to serve key customers.
We help you establish short- and long-term goals and metrics to achieve your vision of success. Note: we work within the software tools you are already invested in; we can provide feedback on tools you may be considering.