Business Exchange Solutions
Business exchange solutions increase the number, profitability and duration of customer relationships. They accomplish this result by using an approach that is totally different than the arm’s length sales and marketing processes prescribed by traditional company-driven "customer relationship management" thinking.
Exchange solutions bring the individual customer together with the various functional silos across the company, enabling them to work collaboratively to find the optimal exchange of value where all parties benefit. Using the ESI collaborative exchange optimization (CEO) capability, the company and customer follow the same time-tested principles as are followed in any collaborative bilateral negotiation. They identify ways to trade items of relatively low importance to themselves (but high importance to the other party) for items of much greater importance (but relatively low importance to the other party).
Exchange solutions can be invoked at virtually every point of company-customer interaction across all channels including when
- Selling
- Price quoting
- Ordering
- Paying
- Installing
- Servicing
- Renewing
The exchange solution increases customer profitability at each of these points of company-customer interaction by getting the customer to help identify value exchange improvement opportunities. The ESI platform contains all of the functionalities needed to help the company and customer take advantage of these latent "win-win" opportunities. It enables the parties to collaboratively identify, register, track and settle individualized value exchange agreements.
ESI collaborative exchange optimization (CEO) capabilities represent a very different relationship model than traditional arm’s length "customer relationship management" solutions. Rather than the company managing the profitability of the customer’s relationship, an exchange solution gets the customer to help the company find the optimal exchange of value, where both parties benefit.
ESI has experience in developing exchange solutions tailored to various types of company-customer interactions across multiple types of channels. In many cases ESI and has already validated the opportunity for dramatic improvements in both the customer’s experience and shareholder profitability.
