Press information issued on behalf of:
Customer Consulting Ltd
500 Avebury Boulevard
CENTRAL MILTON KEYNES
22nd October 2009
Customer Consulting celebrates its tenth anniversary - and advocates
a strategic approach to customer management
Customer and change management company Customer Consulting Ltd (CCL)
has celebrated its tenth anniversary by entertaining its clients and
consultants at an event at the Royal Institute of British Architects in
Speaking at the event, Simon Rustom, CCL’s managing director,
commented: "Current issues involve the use of the web, and especially
social networking, for customer contact and customer care but, ten
years ago, everyone was buying Siebel and we were being told that ‘you
won’t need call centres in five years time’.
"We witnessed the outsourcing of call centres - first to Ireland and
then to places such as India. Yet, in this decade, call centres have
not only become ‘multimedia contact centres’ but we have begun to see
some businesses bring these centres back to the UK.
Over the last ten years, CCL’s standing and expertise has been
increasingly recognised - with its executives being in demand to
provide industry benchmarks and to judge industry awards such as the
European Call Centre Awards.
"In that time, we’ve made a big difference to some of our client
companies," Rustom added. "As part of a global contact centre strategy,
we reduced one client’s costs by 17% and significantly improved service
levels to its customers.
"We raised employee satisfaction within a division of a UK retail bank
from 59% to 85% and raised the NPS score for how a Train Operating
Company (TOC) handles delays from 29% to 46%. Moreover, we saved the
same TOC £75,000 on an Automatic Call Distributor.
"We increased the retention of ‘lost’ financial services customers for
a large insurance client from zero to 40%, as well as designed and
planned a large call centre virtualisation project for a global travel
"We acted alongside our client in a major Avaya IP Genesys installation
to quality assure the deliverables from the technical and consulting
suppliers. We also reduced processing backlogs by 80% within 12 weeks
for a major health provider to achieve service levels and stop
"We improved sales productivity for a client in the financial services
sector by 300% in just eight weeks," he added. "We also designed and
implemented an operational improvement programme for a major blue chip
company, which resulted in a six per cent increase in customer
Although the party celebrated CCL’s considerable achievements over the
past ten years, it also provided an opportunity to look to the future,
with the launch of CCL’s revolutionary approach to customer management.
Rustom believes that many current customer management programmes fail
because of inadequate customer strategy; adopting a piecemeal or
un-sustained project approach; placing too great an emphasis on
technology; inadequate implementation skills, and lack of flexibility,
alignment and leadership. Consequently, Rustom advocates a three step
approach to customer management: ‘fixing the basics’ and defining
strategy; embedding best practice, and then growing customers’ lifetime
value to the organisation, enhancing brand value, matching investment
with potential in marketing, sales and customer service while also
reducing marketing and sales costs.
For further details of this approach, contact Kathy Duxbury at CCL on
+44 (0) 1908 441012 or email
About Customer Consulting Limited
Customer Consulting Ltd (CCL) is a specialist customer and change
management company. It helps organisations to optimise their return on
investment in customer management - especially contact centres and
customer-orientated information and technology.
Its vision is to demonstrate that a best practice approach to customer
management delivers sustainable business growth. CCL aims to deliver a
combination of insight, intellect, wisdom and pragmatism - combined
with a real understanding of people - to achieve commercial results
that are beyond the norm. Using a joint project team approach, CCL
offers advice and support to help companies develop and implement
customer strategies that produce results.
With its 100 consultants averaging 20 years experience, CCL helps
business leaders and their teams - including those at Norwich Union,
BUPA, South West Trains and National Express Group - to activate their
internal resources and ensure measurable success.
Further information from:
Kathy Duxbury, Customer Consulting, 00 44 (0) 1908 441012/ 00 44 (0)
Bob Little, Bob Little Press & PR, 00 44 (0)1727 860405;