operational improvement
Customer relationship & value management


All over the world in every country and across every industry from automotive to telecoms, companies are facing the twin challenges of customer acquisition and retention. As markets mature, competition intensifies and consumers become more sophisticated and demanding, it has become increasingly difficult for organisations to hold onto existing customers and acquire new ones. In response, organisations are increasingly pursuing and investing in improving their customer relationship management and customer value management capabilities.

At Karvela we believe that customer management begins with your organisation’s strategic and commercial imperatives centred around your customers needs rather than the latest technology offering and solution. In our experience too many organisations have invested in and relied on expensive CRM/CVM software without adequate reference to the business requirements and the overall ability of the organisation to leverage fully the benefits of the new solution through business process redesign and improvement.

In many cases, organizations are overlooking one of  the simplest and most effective ways to improve profitability: making better use of their existing customer base. When faced with the complex problem of estimating future customer value (defined by the profitability that can be generated by future sales to a customer) most organizations tend to rely on simplistic approaches like number of past sales, or life on file. Our approach recognises that a customer's past behaviour is very powerful indicator of future value and leverages all the transaction information available for a customer

Customer Relationship Management is a key offering at Karvela, focused on identifying, designing & implementing tools, systems and processes to help our clients achieve their customer relationship strategies in the context of their overall business priorities. When it comes to implementing technology solutions our consultants are experienced in all aspects of CRM design & implementation. They have lead projects spanning customer self service, call centres and wireless solutions.

Our approach to CRM/CVM leverages our expertise and understanding of customers, markets, business process improvements and technology. Typical customer management related issues we help clients with include:

• Sarbanes-Oxley
• Risk Management Methodology