Services

Key Account Strategy

Most companies find that 80 percent of their business comes from 20 percent of their customers.  Yet they often fail to have a specific “key account strategy.”  Omega will help you identify those crucial key accounts and then devise a plan to ensure optimum satisfaction and loyalty of those customers that you simply cannot afford to lose.

All customers are not created equal; rather each customer has a unique set of needs that must be met to satisfy their business requirements.  Omega’s Key Account Strategy is focused on increasing customer retention by identifying issues that influence customer loyalty as well as potential vulnerability regarding your products and services.  We help uncover issues of cultural, knowledge and process that can form barriers to your becoming a customer-centric organization and also will assist your organization in leveraging your loyalty initiatives within your key customer accounts.

Omega’s Key Account Strategy has three key elements:

• Implement Loyalty Partnering -- Our Loyalty Partnering Strategy helps you focus on your key customers to monitor them for “secure status,” the ability to withstand competitive advances (vulnerable status) and the potential for being lost to the competition.  The Loyalty Partnering Strategy includes identifying every facet of the customer retention process, and assigning an account manager to each key account to serve as the customer’s advocate.  In this role, they become thoroughly knowledgeable of the customer’s business objectives, organization, products, services as well as their competitors.

• Analysis, Conclusions and Recommendations -- Omega analyzes both quantitative and qualitative measurements to determine the quality of customer services provided.  As a result, your organization is better prepared to turn customer metrics information into effective management action.  Our loyalty professionals assist you in identifying competitive advantages and deficiencies and then prioritizing and targeting opportunities that lead to enhanced customer retention.

• Loyalty Intelligence Report -- We develop a key account loyalty presentation that highlights services provided, customer satisfaction with those services as well as identification of key open issues and related corrective action plans.