Client Facing or Customer Facing processes and tasks are the most important activities to a business. Without the client, there would be no one to buy a product or service and no business to run. Client-facing activities are therefore critical to business success. Managing these client connections with a consistent approach, image and service level is not always easy. Customer Facing tasks include sales, email marketing, client surveys, and customer relationship management through call centers or upselling, as well as promotions, referrals and, for service based businesses, the actual process of engagement management, wherein multiple staff members interact with the client and the client staff in a day-to-day exchange. In short, any client interaction activity, whether in person, by phone, mail or email or even on the web qualifies as client facing.

The Customer Facing process that involves a multi-level company, a multinational company or a multi company approach to the client is even more difficult to control. Every marketing professional can lecture about the consistent use of terminology, fonts and color in marketing collaterals and on web sites, but the client connection is deeper than consistent color. The customer relationship is established and sustained through excellent service, and through easy to use web sites that enable quick and simple purchases or put the client in touch with a customer representative. There are many facets to the customer relationship, but these examples will give you some idea. To review and improve the client-facing component of the business, an organisation must assess every touch point where the business meets the customer. Once the organisation has completed this analysis, it must determine the goals for customer retention and customer satisfaction and implement a consistent approach to the client. Wherever the customer is facing the organisation or receives a communiqué from the organisation, or attempts to contact the organisation, the customer must receive the same attention and service. The image and approach must be consistent and attentive. Where partners or joint suppliers or service providers interact with the client, the approach must remain consistent. Staff members from CRM, sales, service and other functions must receive training to ensure the client is met and engaged in a way that will ensure customer retention.

When the organisation, or group of organisations, considers the web application and software solutions to support customer facing activities, it is wise to consider the use of Content Management Systems (CMS). Whether your organisation is large or small, you cannot afford to ignore the client facing software and customer facing solution opportunities provided by a robust CMS solution. A CMS solution can provide a consistent framework and approach to all client-facing tasks including secure access to account information, sales and pricing information, orders, shipments, and product announcements, as well as customer service inquiries and live online support and many other applications.

Elegant MicroWeb encourages its clients to consider Content Management Systems to promote and sell products and services, and to share information with business partners through CMS solutions. If your organisation is multi-level, multi-product or multinational, or if you allow other companies to deal with your clients, using a consistent client facing interface will provide stability and let the client know that they are dealing with your company, your agent or your representative. CMS solutions can provide document management, searchable user lists and user profiles, newsletter services, email lists, and export of information to CRM, ERP and other systems. Using CMS systems and internet access for client connection can satisfy all manner of business relationship information and data. These open source CMS solutions are easy to use and easy to secure. A cost effective enterprise or extraprise CMS web site or portal allows your back office personnel to exchange information and ensures that the client will not have to repeat requests or explain problems or questions more than once. These customer facing CMS tools and enterprise content management systems are as important to the organisation as venture capital or a healthy business loan. Appropriate management of client facing activities ensures customer retention, protects the customer relationship and stimulates repeat business. It also helps to convert prospects to customers.

How Can Content Management Software Protect and Grow My Customer Relationships?

Content Management solutions are no longer restricted to packaged software applications. The original CMS systems offered simple file taxonomy and structure; whereas today’s CMS solutions have evolved to open source, off-the-shelf CMS modules, templates and frameworks. These more sophisticated tools allow clients to meet specific business and usage requirements and to customise CMS applications to achieve business goals. CMS Experts offer customised development and enhancement to provide multiple channel contacts for your clients and to ensure that the CMS site is logically organized and easy to use. Once these experts identify an appropriate framework of CMS tools, content, site maps, web design, templates, workflow and access rights, end users can easily manage the content and site, without the assistance of programmers or developers. The site and content may be updated by content generators, editors, administrators, moderators or others within your organisation. Content Management Software may also be integrated to provide interoperability with other systems used by your company. CMS solutions and CMS tools provide value through scalability and improved portal performance.

We believe that every organisation can benefit from a Content Management System (CMS). CMS frameworks, tools and templates like Joomla,Drupal, dotCMS, Liferay Portal, SharePoint and JBoss Portal can be broadly or specifically applied to address any of the following requirements.

Should My Company Hire an Expert to Implement a Customer or Client Facing Solution?

It takes specific experience, innovation, creativity and intelligence to design and develop a Content Management System. The team must be educated in all available CMS tools and templates, and understand the exchange of information and products and services unique to the customer facing experience and business. The CMS portal or web site must be created with full insight into appropriate design and development. CMS experts have an understanding of what is required to create an appealing, yet simple interface. Many organisations do business with clients with limited computer and web skills. If the CMS web site or portal is not designed for simple access and use, business revenue and web site traffic will suffer. The CMS web application must be logically organised, with meaningful content; a well-conceived access policy, appropriate security, and great usability and interoperability. If your customer facing content management system is to succeed, it must utilize appropriate CMS solutions and CMS tools, carefully selected to meet your customer requirements, objectives, goals, schedules and budgets. This selection is a complex process.

There are many content management software solutions, each with a different philosophy, theme, theory, functional architecture and scalability. The newest Web 2.0 standards and evolving social networking platforms include stringent requirements to ensure interoperability with internal and external company systems. When selecting the CMS solution, one must also consider available bandwidth and processing power, Search Engine mechanisms and SEO paradigms, as well as client and server side technology, platforms and trends. In truth the task of selecting, designing and developing a content management system is complex and should be approached only with the assistance of experts who fully understand the available CMS tools and the unique issues faced by client-centric organisation.

Elegant MicroWeb is Uniquely Qualified to Assist the Customer Facing Business and Support Client Retention

Elegant MicroWeb has a wealth of experience in selecting, designing and developing Content Management Systems and Portals, for clients in many industries. Many of our clients are engaged in retail, consulting and other client facing businesses. We work with many popular CMS platforms including Joomla, Drupal, Liferay Portal, JBoss Portal and dotCMS and SharePoint. We participate in the complete project life cycle, from high level requirements, and technical and functional feasibility studies, to tools recommendation, project plans, development, customisation and support. Our staff is versatile and expert in underlying technologies, and we understand the technical and functional frameworks for all CMS solutions and tools and all portal frameworks.

Elegant MicroWeb – The Best Customer Facing Content Management Systems (CMS) Services

Contact us if you are interested in creating or upgrading a client facing portal or Content Management web site to encourage customer retention, or if you wish to engage Expert Developers or Programmers. Our team can use any and all CMS tools and technologies to create a Content Management web site, or other web application, or to assist your company with an effective, productive implementation or integration. We provide excellent, proven offshore IT Staff Augmentation services, and outsourcing services as appropriate, and the peace of mind you need, so you can focus on your core competencies. We also offer services, software programmers and developers to satisfy other enterprise and online technology and business requirements.

Contact us today to discuss your Customer Facing, Content Management Systems (CMS) needs or other software or related service requirements. Contact Us Now