Use the following chart to understand the typical implementation process for Customer Enthusiasm:
Customer Enthusiasm
Phase |
Technology |
Metrics |
Research Consulting Training
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I: Establish baseline metrics
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Use full-service Measurecom process with key customers (not every customer but those who are in a position to help you drive more business). Immediately use communicate back suite of tools (instant focus group functionality, sharing reports, and more). Fast and full service are key to this implementation. Data collected from key customers – prefer to also gather data from employees who work with customers and sales.
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Customer Enthusiasm Pulse
Open-ended comments on what’s working and opportunities for improvement
Collect stories from clients and employees
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Very fast analysis and follow up key for success. Set up communicate back processes that include opportunities for customers to learn more about company and become more enthusiastic.
Full 5-step implementation.
Training for implementation teams.
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II: Uncover opportunities for improvement; continue to trend
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Customize technology to provide sales reps and customer service reps with information from clients.
Build out predictive models specific to client.
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Add brand excellence process.
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Join Sales and Marketing Learning Leaders Forum.
Add manager training so that they can support employees who work with customers.
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|
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Customize metrics as needed.
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Continue to use real-time data for executive development.
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Solutions Overview
