Customer Relationship/Loyalty Solutions

Overview

CustomerSat Relationship solutions align and empower all parts of your organization to:

• Build long-term customer loyalty
• Increase customer value, and
• Grow recurring revenues and profits.

CustomerSat Relationship solutions help ensure that corporate investments in product development, marketing, customer service, sales, infrastructure and elsewhere are made in the areas with the highest payoffs.

Deployed continuously, quarterly, semi-annually, or annually, CustomerSat Relationship solutions measure and report on all aspects of customers’ relationships with your organization.

CustomerSat Relationship surveys tailored to your organization typically include metrics and verbatim suggestions covering products, services, account management, ease of doing business, price, competitive positioning, and other attitudes, intentions, and perceptions.

Real-time analytics and alerts allow immediate responses to customer concerns, opportunities, and competitors’ moves.

Through action management, CustomerSat solutions drive and coordinate both strategic and operational responses to feedback, enabling your organization to deliver the prompt attention to and resolution of issues that build long-term customer loyalty and market share.

Benefits

• Lost-customer early warnings
• Recognize and address problems and opportunities immediately
• Increase customer retention, loyalty, renewals, and recurring revenues
• Make investments in the areas where they will have the greatest payoffs
• Streamline operations and reduced expenses
• Coordinate and align efforts responding to customer feedback throughout your organization
• Drive enterprise-wide rewards and recognition most fairly and effectively.

How do Customer Relationship/Loyalty Solutions work?

CustomerSat Relationship solutions:

• Gather actionable feedback on:
• All aspects of customers’ relationship with your organization
• The overall effectiveness of key touchpoints between your organization and your customers
• Securely disseminate analytics and verbatim intelligence to the people throughout your organization who can act on them, through real-time, interactive dashboards
• Manage responsive action to ensure that customer concerns and opportunities are addressed promptly and effectively.

CustomerSat Relationship solutions start with consultations between your organization and CustomerSat Professional Services, a team of experts in feedback process design, analysis, and implementation.

CustomerSat Professional Services ensure that your:

• Questionnaires contain the right performance metrics for your organization and conform to rigorous CustomerSat design principles
• Solutions conserve and optimize your customers’ time in providing feedback
• Feedback solutions are seamlessly integrated with your IT systems
• Survey results are secure, distributed to the right people, and immediately actionable.

CustomerSat Relationship solutions typically cover customer attitudes, intentions, and perceptions towards many or all of the following:

• Products
• Service and support
• Web site
• Account management
• Professional services
• Ease of doing business
• Pricing
• Market/competitive positioning.

Move Faster Than Your Competitors

Conventional relationship surveys invite customers’ feedback in annual or semi-annual batches. By the time trends, issues, and opportunities are identified and can be acted upon, customers and market share can be lost.

In contrast, CustomerSat solutions make it easy to compress these long intervals between successive waves to weeks, days, or even hours. CustomerSat touch rules ensure that representative samples of customers are selected and surveyed at the time intervals you specify and that no customer is surveyed more frequently than desired.

The benefit: your organization is informed of trends, issues, and opportunities as soon as the earliest signs appear, enabling immediate responses that save customers and win market share.

Better Prioritize Investments

CustomerSat Relationship correlation analytics are powerful tools for informing the setting of priorities, decision-making, and internal investing. Performance areas to which management can apply resources or funding – such as product reliability, speed of service, or technical skills of customer-facing staff – are correlated with business objectives such as overall satisfaction, likelihood to renew contracts, projected purchases over the next twelve months, and willingness to recommend.

Each metric with very high correlation (derived importance) with an objective is likely a key driver of that objective. Quadrant charts graphically display performance and derived importance for multiple metrics at the same time. CustomerSat solutions make it easy to create real-time quadrant charts for all key segments of your customer base.

CustomerSat Relationship solutions use correlation analytics to produce hierarchies of quadrant charts that show which general areas (e.g., Products and Services—quadrant chart shown here) and specific performance metrics (e.g., Product Reliability and Services Speed of Resolution—charts not shown) are the strongest drivers of desired business outcomes. Here, the desired outcome is high stated likelihood of contract renewal.

Drive and Align Responsive Actions Enterprise-wide

CustomerSat action management driven by customer feedback ranges from informative alerts emailed to the right employees based on business rules, to comprehensive responsive workflow management. Indices are computed based on customer descriptors, such as a total purchases over the last twelve months, and survey responses, such as overall satisfaction. Thresholds are defined for each index. Cases are generated if indices fall outside of acceptable ranges and can be assigned, routed, or escalated based on business rules. Such comprehensive action management assures that customer concerns are dealt with systematically, builds customer loyalty, and protects recurring revenue.

Integrating with CRM Systems, Customer Databases, and Legacy Data Collection Methods

CustomerSat Relationship solutions can integrate with your CRM system, customer database, or other IT system to automate the sampling process. Sampling may be handled by your CRM system, customer database, CustomerSat solution, or a combination thereof. If desired, through CustomerSat 360™ CRM Integration, customers’ responses may be made part of their customer records in your IT system.

All CustomerSat feedback processes may be integrated with legacy data collection methods, including phone, postal mail, OCR, and IVR. CustomerSat interactive dashboards display and aggregate statistics and indices from all of these sources, providing a single, easily managed, and secure solution for distributing survey intelligence and managing response action throughout your organization.

See also: CRMConnect

Representative Questions and Metrics for Overall Customer Loyalty/Relationship Surveys

• Considering all factors, how do you rate your satisfaction with our organization over the last six months?
• How likely would you be to recommend our firm to a colleague or co-worker?
• What single thing can we do to most improve your satisfaction with our products?
• Relative to the brand you indicated above, how does our brand compare in market leadership?

For More Information:

• See also Product Features for further details of features of CustomerSat Customer Relationship Solutions.