Customer Knowledge Centre takes a fresh approach to helping you maximise your relationships with clients by alerting you to people that may require more attention.
How well you treat customers matters, because:
- Personal interactions create a powerful impression of your whole business or brand
- Negative customer experiences can cause loss of business from referrals/word of mouth
- Engaged clients are more likely to feel satisfied, bring repeat business and display brand loyalty.
Are you neglecting some clients because you lose track of them?
Some clients are more visible than others. Maybe they spend more, are more communicative, or require more support. Sometimes it simply comes down to the time, organisational skills and motivation of your team.
Delinquent detection is a unique feature of the Customer Knowledge Centre software that helps you stay in contact with clients in timely and meaningful ways.
How does Delinquent detection work?
CKC alerts you when certain clients need attention. It identifies clients that are being neglected by analysing factors such as:
- Future events associated with the client
- Calls, meetings and other activities scheduled
- How the client is classified or their stage within the sales funnel
Our patented system takes into account a variety of factors to determine which customers may benefit from more communication, which helps individuals and teams stay abreast of an evolving mix of old and new customers.
Scheduling interactions with purpose
Our delinquent detection feature is supported by the way the system manages scheduling activities. You need a CRM to monitor and prompt customer touch points but every interaction should be personalised.
Each time you reach out to a customer, you’re influencing how they feel about your business and their purchasing decisions.
CKC helps ensure team members remain accountable and create thoughtful opportunities to connect with clients:
- The system alerts the team member about scheduled activities via an email or through a calendar reminder so important customer touch points are not overlooked.
- Managers can set maximum date ranges for scheduling future events (e.g., 6 months in advance) to reduce the reliance on ‘set and forget’ appointment making.
- It’s not possible to create recurring activities, which can easily become irrelevant when circumstances change, to ensure that users are engaging with the customers.
- It is easy for managers to create a report of activity initiated by the team member, which can be used to support KPIs or incentive targets.