The COMPETITIVENESS ENHANCEMENT PROGRAMME is composed of several, strictly interrelated elements:
- Construction of customer data base
- Examination of consumer demand and preferences
- Customer satisfaction research
- Customer segmentation and isolation of the customer group generating the highest profits
- Analysis of customer service standard (and adapting them to the needs of the selected customer group)
- Training employees in terms of customer service standards
- Studies of customer service quality
- Introduction of loyalty programme for customers
The COMPETITIVENESS ENHANCEMENT PROGRAMME is based on a customer relationship management system (CRM).
