Client care plan - what does it mean?
A relationship management plan is a systematic way to manage and develop customer relationships. It is a systematic approach to ensuring that customer needs are met, customer relationships develop and customer value is maximised throughout the customer lifecycle.
Key objectives
The aim of a client care plan is to:
- Improve customer loyalty – ensure that customers continue to engage with the company and are satisfied with the service.
- Increase customer value – identify opportunities for additional sales and cross-selling.
- Improve customer relationship management – reduce dependency on people and ensure that customer relationships are managed systematically.
- Improve the customer experience – provide a timely and relevant service to the customer.
- Facilitate customer management – bring transparency and predictability to customer management.
What does the client care plan contain?
A care plan can include, for example:
Customer segmentation
Determine how to classify customers (e.g. A, B and C customers).
Activity planning
Define the measures and timetables to be taken to manage the case (e.g. meetings, checks, campaigns).
Customer snapshot
A real-time view of the status of your customer relationship, including history, open tasks and upcoming actions.
Responsibilities and roles
Who is responsible for managing the case, and how is the work distributed within the team?
Measurement and monitoring
KPIs such as customer satisfaction (NPS/CSAT), customer support, incremental sales and activity completion.
Automation and reminders
The system reminds you of important actions and ensures that critical customer contacts are not forgotten.
Funktio's role in the client's care plan
Funktio provides an automated case management system that:
- Create and manage care plans by client category.
- Helps you monitor the status of your customer relationship in real time and reduce manual work.
- Reminds and monitors the implementation of client activities (e.g. meetings, contacts).
- Integrates with your CRM system and ensures that customer information is kept up to date.
It enables companies to move from reactive customer relationship management to proactive and systematic customer management.
