Value-based customer management strategies play an increasingly important role in maintaining and growing customer wallet share. The attrition of "high-value" customers alone can equate to millions of dollars of revenue walking out the door each day.

ARGO's Customer Experience Management solutions enable you to implement specific, practical customer interaction strategies that consider current customer value indicators, future customer value indicators, and attrition risk.

Improved Service Quality

Our Customer Profiling/Needs Analysis solution improves service quality through:

• Deepens customer relationships
• Ensures a consistent customer experience through point-of-sale, service, and fulfillment tools
• Provides systematic ways to establish customer expectations through service level agreements
• Monitors service level responsiveness
• Assess when customers are at risk for leaving your financial service institution
• Collects customer feedback
• Initiates proper follow-up activities in the event of a service failure

Knowing Your Customer

Customer Profiling/Needs Analysis enables you to "know your customer" by sharing customer knowledge to enable you to:

• Sell deeper into customer relationships
• Retain high-value customers
• Offer differentiated levels of service

Customers interact with your financial service institution through many channels; therefore, it is vital that frontline personnel, regardless of their channel and line of business, have access to a complete picture of the customer's relationship with your institution.

Customer Engagement Tools

ARGO's Customer Engagement Tools enable personnel to:

• Execute sales and service strategies in real time
• Initiate positive actions that increase wallet share
• Improve the customer experience

ARGO's Customer Engagement Tools also include analysis and performance measurement tools to assess personnel effectiveness.

Customer Profiling/Needs Analysis

Customer Profiling/Needs Analysis:

• Identifies needs-based sales opportunities from information collected through interactive, consultative questionnaires and financial goal planners
• Reveals previously unidentified needs and account for future financial goals and events, all of which are tied to specific offers and referrals that are aligned with your and your customers' objectives

Offer Management

The Offer Management tool tracks customer offers across multiple delivery channels and provides a historical record of current and past offers.

Pipeline Management

Pipeline Management tools:

• Maintain sales cycle interactions for customers and prospects
• Track the pipeline according to activity with real-time reporting to measure performance

Referral Management

Referral Management tools:

• Automate the collection and routing of referrals for customers and prospects throughout the enterprise
• Track status reporting and follow-up

Program Management

Program Management tools coordinate and assign accountability for customer interaction activities to:

• Execute and deliver organized customer experiences
• Increase customer engagement through onboarding and retention programs tailored to the product, customer segment, and line of business

Campaign Management

Campaign Management tools enable you to:

• Plan, execute, and track sales campaigns
• Reach appropriate customer groups with timely and relevant offers
• Measures the results

Goals Management

Goals Management tools communicate sales and referral expectations throughout the enterprise so personnel know:

• What is expected
• How they are doing
• How they compare to their peers

Contact and Event Tracking

Contract and Event Tracking tools track customer interactions across channels to:

• Ensure a consistent customer experience
• Improve service quality