Enhancing Customer Engagement & Customer Satisfaction

Strategy 1: Personalized Customer Journey

PPAs: Develop a Customer Relationship Management (CRM) system Implement personalized

communication Offer personalized product recommendations Provide personalized customer service
Optimize the online shopping experience

KPI: 2025 Customer Lifetime Value (CLTV) TARGET: Increase CLTV by 15% ACTUAL: Increased CLTV by
10% Customer Satisfaction (CSAT) Score TARGET: Achieve a CSAT score of 100% ACTUAL: Achieved 90%
Net Promoter Score (NPS) TARGET: Achieve an NPS score of 70% ACTUAL: Achieved 65% Conversion
Rate TARGET: Increase conversion rate by 10% ACTUAL: Increased conversion rate by 7% Average Order
Value (AOV) TARGET: Increased AOV by 20% ACTUAL: Increased AOV by 17% RESOLUTION Strategic
Issue: Lack of a centralized customer data platform, leading to inconsistent and fragmented customer
experiences. Action Plan: Invest in a robust CRM system and integrate data from all relevant sources.
Train employees on using the CRM to personalize interactions and provide consistent customer service.
Strategy 2: Community Engagement & Loyalty Rewards PPAs: - Create an online community platform -
Launch a loyalty program - Host online and offline events - Encourage user-generated content - Partner
with influencers KPI: 2025 Social Media Engagement TARGET: Increase social media engagement by
50%. ACTUAL: Increased social media engagement by 40%. Community Platform Activity TARGET:
Achieve 1000 active users in the community platform. ACTUAL: Achieved 900 active users Loyalty
Program Participation Rate TARGET: Achieve a 100% participation rate ACTUAL: Achieved 90%
participation rate. Customer Reviews and Ratings TARGET: Achieve an average rating of 5.0 stars.
ACTUAL: Achieved 4.8 stars. RESOLUTION Strategic Issue: Low customer engagement with existing
communication channels and a lack of a dedicated loyalty program. Action Plan: Launch a
comprehensive marketing campaign to promote the new online community platform and loyalty
program. Continuously monitor engagement metrics and adapt the community and loyalty program
strategies based on user feedback. Seamless Omnichannel Experience Strategy 1: Centralized Customer
Data & Personalized Communication PPAs: -Unified Customer Data Platform (CDP) -Customer Journey
Mapping -Personalized Communication -Customer Segmentation KPI: 2025 Customer Lifetime Value
(CLTV) TARGET: Increase CLTV by 15% ACTUAL: Increased CLTV by 10%. Customer Acquisition Cost (CAC)
TARGET: Reduce CAC by 10% ACTUAL: Reduced CAC by 5% Customer Retention Rate TARGET: Increase
customer retention rate by 5%. ACTUAL: Increased customer retention rate by 3%. Open Rate & Click-
Through Rate (CTR) TARGET: Achieve an open rate of 30% and a CTR of 5% ACTUAL: Achieved an open
rate of 25% and a CTR of 4%. Personalized Recommendation Engagement: TARGET: Achieve a 20%
engagement rate. ACTUAL: Achieved a 15% engagement rate. RESOLUTION Strategic Issue: Fragmented
customer data across channels, leading to inconsistent and impersonal customer experiences. Action
Plan: Invest in a robust CDP to unify customer data from all channels. Implement a customer journey
mapping process to understand customer needs and preferences. Utilize customer data to personalize
communication and provide relevant offers across all channels. Strategy 2: Streamlined Order
Fulfillment & Delivery Options PPAs: -Real-Time Inventory Visibility -Unified Order Management System
-Flexible Delivery Options - Order Tracking & Communication KPI: 2025 Order Fulfillment Time TARGET:
Reduce order fulfillment time by 10% ACTUAL: Reduced order fulfillment time by 5%. On-Time Delivery
Rate TARGET: Achieve an on-time delivery rate of 100% ACTUAL: Achieved an on-time delivery rate of
90%. Customer Satisfaction with Delivery TARGET: Achieve a customer satisfaction score of 100%
ACTUAL: Achieved a customer satisfaction score of 95%. Return Rate TARGET: Reduce return rate by 5%
ACTUAL: Reduced return rate by 3%. Click-and-Collect Usage Rate TARGET: Achieve a click-and-collect
usage rate of 20%. ACTUAL: Achieved a click-and-collect usage rate of 15%. RESOLUTION Strategic Issue:
The primary issue here is the inconsistent order fulfillment processes across channels, leading to delays,
errors, and customer dissatisfaction. Action Plan: Invest in a unified order management system to
streamline order processing and fulfillment. Implement real-time inventory visibility across all channels.

updates. FINANCIAL PERSPECTIVE ⦁ Expand Revenue Streams Strategy 1: Diversifying Product and
Offer a variety of flexible delivery options and provide real-time order tracking and communication

Service Offerings PPAs: -New Product Development -Service Expansion KPI: 2025 New Product/Service
Revenue TARGET: Increase new product/service revenue by 10% ACTUAL: Increased new
product/service revenue by 7%. Average Transaction Value (ATV) TARGET: Increase ATV by 5% ACTUAL:
Increased ATV by 3%. Customer Acquisition Cost (CAC) TARGET: Reduce CAC by 5% ACTUAL: Reduced
CAC by 3%. Customer Lifetime Value (CLTV) TARGET: Increase CLTV by 10% ACTUAL: Increased CLTV by
8%. RESOLUTION Strategic Issue: Limited product and service offerings, leading to a narrow customer
base and vulnerability to market fluctuations. Action Plan: Conduct market research to identify new
product and service opportunities. Develop a product roadmap and prioritize new product launches
based on market demand and profitability. Invest in customer relationship management (CRM) systems
to gain insights into customer preferences and needs. Implement a customer loyalty program to
incentivize repeat purchases and build brand advocacy. Strategy 2: Expanding into New Geographic
Markets PPAs: - Market Research and Analysis - Strategic Partnerships - E-commerce Expansion -
Physical Store Expansion KPI: 2026/2027 New Market Revenue TARGET: Achieve 5% of total revenue
from new markets within 2 years ACTUAL: Achieved 3% of total revenue from new markets within 2
years Customer Acquisition Cost (CAC): TARGET: Keep CAC within 10% of existing market CAC ACTUAL:
Maintained CAC within 8% of existing market CAC. Brand Awareness TARGET: Achieve a brand
awareness score of 60% within 1 year. ACTUAL: Achieved a brand awareness score of 55% within 1 year.
RESOLUTION Strategic Issue: Limited geographic reach, hindering SM Company's ability to capture a
larger market share and diversify its customer base. Action Plan: Conduct market research to identify
promising geographic markets. Develop a strategic expansion plan that outlines the target markets,
entry strategies, and resource allocation. Explore partnerships with local businesses or distributors to

new locations. Consider opening new physical stores in strategic locations within new markets ⦁
facilitate market entry. Invest in online marketing and e-commerce capabilities to reach customers in

Sustainable Investments Strategy 1: Investing in Renewable Energy and Energy Efficiency PPAs: -
Renewable Energy Projects -Energy Efficiency Initiatives KPI: -Renewable Energy Share TARGET: Achieve
50% renewable energy share within 5 years. ACTUAL: Achieved 30% renewable energy share within 3
years. - Energy Consumption Reduction TARGET: Reduce energy consumption by 10% within 3 years.
ACTUAL: Reduced energy consumption by 8% within 2 years. - Carbon Emissions Reduction TARGET:
Reduce carbon emissions by 20% within 5 years. ACTUAL: Reduced carbon emissions by 15% within 4
years. RESOLUTION: Strategic Issue: SM Company's dependence on fossil fuels for energy, contributing
to environmental pollution and climate change. Action Plan: Develop a comprehensive sustainability
strategy that outlines goals, targets, and action plans for renewable energy and energy efficiency.
Conduct an energy audit to identify areas for improvement. Invest in renewable energy projects and
energy efficiency technologies. Implement a company-wide energy conservation program to promote
awareness and encourage employee participation. Partner with government agencies, NGOs, and other
stakeholders to promote sustainable energy practices. Strategy 2: Investing in Sustainable Supply Chains
and Circular Economy Practices PPAs: - Sustainable Sourcing - Circular Economy Initiatives KPI: -
Sustainable Sourcing Percentage TARGET: Achieve 70% sustainable sourcing within 5 years. ACTUAL:
Achieved 55% sustainable sourcing within 3 years. - Waste Reduction Rate TARGET: Reduce waste
generation by 15% within 3 years. ACTUAL: Reduced waste generation by 10% within 2 years. - Recycling
Rate TARGET: Achieve a 90% recycling rate within 5 years. ACTUAL: Achieved an 80% recycling rate
within 4 years RESOLUTION: Strategic Issue: SM Company's current supply chain practices may not be
fully aligned with sustainability principles, potentially contributing to environmental degradation and
social injustices. Action Plan: Develop a sustainable supply chain management policy that outlines
requirements for suppliers. Conduct supplier audits to assess their sustainability performance.
Implement a circular economy program to reduce waste and maximize resource utilization. Partner with

customers about SM Company's sustainability initiatives. ⦁ Profit Margin Enhancement Strategy 1:

NGOs and industry associations to promote sustainable supply chain practices. Educate employees and

Optimizing Operations and Reducing Costs PPAs: -Process Optimization - Cost Reduction KPI: - Operating
Expense Ratio TARGET: Reduce operating expense ratio by 5% within 3 years. ACTUAL: Reduced
operating expense ratio by 3% within 2 years. - Inventory Turnover Ratio TARGET: Increase inventory
turnover ratio by 10% within 2 years. ACTUAL: Increased inventory turnover ratio by 7% within 1 year. -
Waste Reduction Rate TARGET: Reduce waste generation by 10% within 3 years. ACTUAL: Reduced
waste generation by 8% within 2 years RESOLUTION: Strategic Issue: SM Company's operating costs may
be higher than industry benchmarks, impacting profit margins. Action Plan: Conduct a comprehensive
cost analysis to identify areas for improvement. Implement lean management principles and continuous
improvement programs to streamline operations. Negotiate better prices with suppliers and optimize
inventory management. Invest in energy efficiency technologies and streamline logistics processes.
Implement a company-wide cost-consciousness program to promote awareness and encourage
employee participation. Strategy 2: Enhancing Revenue and Customer Value PPAs: - Pricing Optimization
- Customer Relationship Management (CRM) KPI: - Revenue Growth Rate TARGET: Achieve a 10%
revenue growth rate within 3 years. ACTUAL: Achieved a 7% revenue growth rate within 2 years. -
Customer Acquisition Cost (CAC) TARGET: Reduce CAC by 5% within 2 years. ACTUAL: Reduced CAC by
3% within 1 year. - Customer Satisfaction Score (CSAT) TARGET: Increase CSAT score by 5% within 3
years. ACTUAL: Increased CSAT score by 3% within 2 years. RESOLUTION Strategic Issue: SM Company
may not be fully leveraging its customer base and market opportunities to maximize revenue and profit
margins. Action Plan: Conduct a market analysis to identify growth opportunities and target customer
segments. Implement pricing optimization strategies to maximize revenue. Invest in a robust CRM
system to improve customer engagement and personalize marketing efforts. Develop loyalty programs
and customer feedback mechanisms to enhance customer satisfaction. Train employees on customer
service best practices and build a culture of customer-centricity.