Proactive Customer Management By leveraging the new and innovative DEM (Delta Engagement Management) business methodology developed by qifasolutions, an organisation can drive proactive, transversal and prioritised decision making ensuring that customers are fully engaged and profitable, throughout their relationship lifecycle. The net result is that business objectives are achieved, costs and churn rate reduced; while increasing revenue, acquisition and overall customer insight. NEW “cumulative” journey based performance indicators The DEM approach shifts the focus from 100s of business centric' snap shot' average performance indicators, to a single and far more valuable cumulative transactional customer outcome indicator. This new approach tracks 100 per cent of the customers' end to end journey experience throughout their lifecycle with an organisation, by tracking the analytical paper trail of the customer across multiple channels & touchpoints. dem2one overview A single customer KPI to run your contact centre performance. To ‘Keep your engaged customers and reconnect with your disengaged customers’ Customer outcomes Cost saving – 10% improvement in DEM2one customer service level score equates to a 30% cost to serve saving Revenue (increase sales conversion rate) – 7X improvement in sales conversion with DEM service level score Satisfaction / NPS – 9X improvement in NPS score Churn (lifecycle management) – 10X improvement in customer churn prediction