Customer Touch-point Mapping (CTM)

CTM can be accessed either as an integral component in developing the CM2 Customer Marketing & Management framework, or as a distinct project. Either way, the purpose is to identify all contact points between your clients and your business. We can then apply practical rules of engagement to maximise customer information gathering, revenue earning and service components at each discrete touch-point.

A key success factor lies in ensuring that all staff engage in this process through specific training, the development of practical contact guidelines and clear understanding of customer value. We provide support in all these areas.

• Map the customer touch-points
• 'Audit' current position
• Develop or update rules of engagement for the touch-points
• Define information, reporting, training and structural requirements
• Address any gaps

Why?

... because the customer relationship and business may only be as good as the weakest touch-point