Customer Service Enhancement Plan
Added on 2022-11-28
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Running Head: CUSTOMER SERVICE ENHANCEMENT PLAN
CUSTOMER SERVICE ENHANCEMENT PLAN
Name of the Student
Name of the University
Author Note
CUSTOMER SERVICE ENHANCEMENT PLAN
Name of the Student
Name of the University
Author Note
CUSTOMER SERVICE ENHANCEMENT PLAN
Implementation Plan
CSG is a technology company of Australia. It basically offers printing services to the
people of Australia. Hence the product of the company is Print Solutions and Managed Print
Services. This company has been conducting its business in Australia since the year 1988, but
the recent decline in the demand for the printing services in the print industry of Australia has
taken a substantial toll on the business conducted by CSG Australia. This has made the company
that the company needs to foster transformation in its business strategies according to the
feedback received from the existing customers, so that the existing customers can be retained and
new customers can be attracted. Hence the company has adopted ‘CSG 2021 Transformation
Initiative’ (Zaki and Neely 2019).
According to the suggestions provided by ‘CSG 2021 Transformation Initiative’, the
company needs to enhance customer experience. For this customer experience renovation plans
needs to be implemented. This initiative has recommended for the formulation of a specialized
customer experience team. The members of this customer experience team will distinct and
specific roles to play, these are as follows:
CX manager-A specialized customer experience team of CSG will also require a CX
manager. The full form of the term ‘CX manager’ is ‘Customer Experience Manager’. A
customer experience manager designs customer focused strategies. In his course of formulating
customer focused strategies, the customer experience managers first conducts
a market research to gain knowledge about the taste preferences, concerns as
well as the practices of the clients of customers the company is targeting. This
will in turn help the customers experience managers to organize the act of
segmenting the market. After the CX manager traces out the niche, the next step of the CX
Implementation Plan
CSG is a technology company of Australia. It basically offers printing services to the
people of Australia. Hence the product of the company is Print Solutions and Managed Print
Services. This company has been conducting its business in Australia since the year 1988, but
the recent decline in the demand for the printing services in the print industry of Australia has
taken a substantial toll on the business conducted by CSG Australia. This has made the company
that the company needs to foster transformation in its business strategies according to the
feedback received from the existing customers, so that the existing customers can be retained and
new customers can be attracted. Hence the company has adopted ‘CSG 2021 Transformation
Initiative’ (Zaki and Neely 2019).
According to the suggestions provided by ‘CSG 2021 Transformation Initiative’, the
company needs to enhance customer experience. For this customer experience renovation plans
needs to be implemented. This initiative has recommended for the formulation of a specialized
customer experience team. The members of this customer experience team will distinct and
specific roles to play, these are as follows:
CX manager-A specialized customer experience team of CSG will also require a CX
manager. The full form of the term ‘CX manager’ is ‘Customer Experience Manager’. A
customer experience manager designs customer focused strategies. In his course of formulating
customer focused strategies, the customer experience managers first conducts
a market research to gain knowledge about the taste preferences, concerns as
well as the practices of the clients of customers the company is targeting. This
will in turn help the customers experience managers to organize the act of
segmenting the market. After the CX manager traces out the niche, the next step of the CX
CUSTOMER SERVICE ENHANCEMENT PLAN
manager will be to find out the way through which the customers can find the company offering
their desired products or services. For this purpose a map depicting the journey of the customer
will be created. This customer journey map will highlight the client-business meet points. This
map will guide the customer experience team to analyze and project the probable interaction
between the company and its customers. Thus a CX manager will be able to estimate how the
comp-any can meet the expectations of the customers (Goodman 2019).
Application Manager-A specialized customer experience team of CSG will also require
an Application Manager, who maintains the synchronization between customers’ vision as well
as the multiple channels of communication like- mobile apps, websites, and telecommunication
services. The application manager does not only establishes a synchronization between all the
communication channels, but also, looks after the design as well as development of these
applications and makes sure that these designs are developed within a similar frame so that
customer contact can be optimized and consistency can be maintained. Thus an Application
Manager can ensure the formation of applications like online and offline communication
channels that are capable of giving the customers responsive and satisfying experience of
communicating with the customer service officers of the company. Surveys can be conducted
with the help of these communication channels. For example, online surveys can be conducted
by distributing Google forms online, or from the survey questionnaire attached in the feedback
section of the website of the company. Thus, the feedback of customers, the way they found
CSG, their interaction with CSG can be recorded (Tivasuradej and Pham 2019).
Analysts- A specialized customer experience team of CSG will recruit one or more than
analysts, to analyze the qualitative and quantitative data gathered from surveys as well as
customers’ feedbacks collected from multiple communication channels.
manager will be to find out the way through which the customers can find the company offering
their desired products or services. For this purpose a map depicting the journey of the customer
will be created. This customer journey map will highlight the client-business meet points. This
map will guide the customer experience team to analyze and project the probable interaction
between the company and its customers. Thus a CX manager will be able to estimate how the
comp-any can meet the expectations of the customers (Goodman 2019).
Application Manager-A specialized customer experience team of CSG will also require
an Application Manager, who maintains the synchronization between customers’ vision as well
as the multiple channels of communication like- mobile apps, websites, and telecommunication
services. The application manager does not only establishes a synchronization between all the
communication channels, but also, looks after the design as well as development of these
applications and makes sure that these designs are developed within a similar frame so that
customer contact can be optimized and consistency can be maintained. Thus an Application
Manager can ensure the formation of applications like online and offline communication
channels that are capable of giving the customers responsive and satisfying experience of
communicating with the customer service officers of the company. Surveys can be conducted
with the help of these communication channels. For example, online surveys can be conducted
by distributing Google forms online, or from the survey questionnaire attached in the feedback
section of the website of the company. Thus, the feedback of customers, the way they found
CSG, their interaction with CSG can be recorded (Tivasuradej and Pham 2019).
Analysts- A specialized customer experience team of CSG will recruit one or more than
analysts, to analyze the qualitative and quantitative data gathered from surveys as well as
customers’ feedbacks collected from multiple communication channels.
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