Supporting high-value customers in the Americas presented significant difficulties. Costs were high, volumes were large, and margins were often thin, creating pressure on service models. At the same time, there was a growing need to expand capacity for managing multinational and regional customers, ensuring consistent service delivery aligned with contractual obligations and KPIs. The absence of a dedicated framework left gaps in efficiency, governance, and customer satisfaction.

Dedicated Customer Program Managers were assigned to strategic accounts, serving as single points of contact to strengthen relationships and ensure accountability. Each account was guided by a structured plan that included clear objectives, performance dashboards, and escalation paths. By coordinating across operations, finance, and customer service, program managers created consistent oversight and nurtured strategic partnerships that aligned service delivery with contractual commitments.

The initiative delivered measurable enterprise impact, including a 20 percent increase in strategic account coverage, a 15-point boost in customer satisfaction, and more than 60 percent labor savings through the nearshore model. With proven success, the CPM framework was scaled globally to support key accounts with consistent, contract-aligned service.

Establishing a dedicated customer program management function improved retention, enhanced satisfaction, and drove measurable growth for strategic accounts. By transitioning into a nearshore model, organizations also realized over 60 percent labor cost savings. This underscores The JR Moore Group’s expertise in designing customer program management solutions that balance efficiency with executive-level support, enabling enterprises to scale relationships with confidence.