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- Project the impact on corporate revenues
and profit of changes in customer and workforce satisfaction,
loyalty, and commitment
- Measure the ROI of customer feedback
programs
- Help prioritize and set strategic
directions of your enterprise.
A selection of CustomerSat Analytic Modeling Services, which
combine Enterprise analytics and reporting, and advanced Professional
Services, are listed below:
| Service |
Description |
Customer
Value Analysis & Management |
Incorporates market-perceived quality and
value relative to competitors into feedback processes
and resulting analyses and recommendations |
Balanced
Scorecard |
Defines and generates in real-time strategy-focused
metrics and dashboards that include measures of
financial performance as well as of customer loyalty
and workforce commitment |
Segmentation
Modeling |
Segments customers by profitability, loyalty,
demographics, psychographics, technographics,
and combinations thereof |
“Apostle”
Modeling |
Segmentation model that segments customers
into categories based on satisfaction and projected
purchase intentions, such as Apostles, Loyalists,
Defectors, Hostages, etc., and recommends action
by segment |
Enterprise
Revenue Modeling |
Projects the impact on corporate revenues
and profit of investments in performance metric
areas and of improvements in performance metric
scores |
ROI Modeling |
Measures ROIs to identify stakeholders and
touchpoints for which enterprise feedback initiatives
will likely generate the highest returns for your
organization |
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Examples of CustomerSat Analytic Modeling appear in the graphics
below.
CustomerSat “Apostle” Modeling
segments customers by satisfaction and stated purchase intentions
(loyalty) and recommends strategies for each category.
CustomerSat multi-tier
correlation analytics show which general areas (e.g., Products
and Services) and specific performance metrics (e.g.,
Product Reliability and Speed of Problem Resolution) are the
strongest drivers of desired business outcomes (e.g.,
Overall satisfaction).
Below, a CustomerSat revenue model
used helps a large contact center determine whether providing
additional training, adding equipment, or increasing headcount
will most favorably impact revenue and profit.
CustomerSat ROI Modeling
segments your businesses' revenue by new customers won, existing
customers retained, and existing customers lost. The impacts
of customer satisfaction investments are projected for each
segment, and overall ROI is computed for each investment.
ROI Modeling indicates the areas in which customer feedback
investments will likely generate the highest returns for your
organization.
 
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