[b]San Jose, CA – November 3, 2009:[/b] Companies today are certainly talking the talk about their commitment to customer-centricity. But how many are actually walking the walk? What characterizes a company that has moved beyond a product features/benefits focus, instead embracing the concept that continually delivering value to customers—especially profitable and/or strategic ones—will translate to business growth and profits.
CustomerImpact, a solutions and consulting services provider of customer intelligence and dynamic dashboards, has created a comprehensive online assessment vehicle whereby respondents rate how well their company is performing in six critical areas.
[b]Program Description[/b]
The Customer-Centricity Audit (http://www.customerimpact.com/audit) contains 40 questions across the following six categories:
• Corporate Culture—Commitment of the organization to customer-centricity and how that commitment manifests itself
• Customer Listening Program—Existence of enterprise-wide customer feedback program covering all customer segments in all regions across each product line for every customer touchpoint
• Service Delivery—Availability of training, technology, efficient and effective processes, and comprehensive and accurate customer information to enable service personnel to deliver positive customer experiences
• Selection of Metrics—Tracking of metrics that link to KPIs at corporate strategy level
• Analysis/Reporting—Access to performance measures by executives, managers, and employees, with dashboards incorporating customer perceptions, customer behavioural data, employee perceptions, operational metrics, sales data, and financial data
• Accountability/Action—Existence of formalized process for planning, implementing, and monitoring actions plans, with continual review of their success
[b]Program Deliverables[/b]
Based on an assessment of their organization’s progress to date, respondents fall into one of four stages, ranging from Product-Focused to True Customer-Centricity. Upon completion of this self-assessment tool, respondents will immediately be told how many points they accumulated and which of the four stages they fall into, along with a brief description of each stage.
A more detailed report is sent shortly thereafter, describing the range of activities included in each of these six categories. This, in essence, serves as a to-do list. It describes the depth of effort required to achieve true customer-centricity, the progress their organization has made so far, and the amount of work left to do.
Furthermore, CustomerImpact will analyze the results by vertical market and size of company to highlight those areas where companies are achieving successes and pinpoint where commitment to and implementation of customer-oriented processes are more problematic.
[b]About CustomerImpact[/b]
CustomerImpact is a consulting and solutions provider with an exclusive focus on performance management and customer intelligence. We specialize in the design and deployment of enterprise feedback programs that help clients optimize their customers’ experiences. Our dynamic dashboards pull together key customer, operational, financial, and employee metrics from disparate data sources, delivering the right information at the right time to the right people, so they can make the right business decisions that will keep and grow customers.
CustomerImpact is a privately held company. It works predominantly within the business-to-business marketplace and has corporate offices in San Jose, U.S.; London, England; and Budapest, Hungary. For more information, please visit: http://www.customerimpact.com.
Corporate Contacts:
CustomerImpact: Monica David, VP North America: +1 408-733-5818
CustomerImpact: Helen Coe, European Marketing: +44 (0) 1483 549027
