| Improve
your business with feedback from your most influential critics
What
is Customer Satisfaction/CRM?
Why
Use Customer Satisfaction?
Is Customer Satisfaction Right for You?
Case Study
What
is Customer Satisfaction/CRM?
Customer Relationship Management (CRM)/Satisfaction Tracking
initiatives provide timely, actionable feedback about
perceptions of an organization's responsiveness, products and/or services.
They are based on the reports of the customers who can become the best advocates or detractors, depending
on their experience.
If
there is a problem, Management learns about it quickly, before it has had time
to do too much damage to an organization’s reputation.
Management can reward those that are
doing well, and direct your efforts to those that are not.
Since perceptions are tracked over time, you can see the results of the
changes, and can learn what works and what doesn’t.
Using
telephone and interactive methodologies, NMM is able to capture critical
feedback quickly and in a cost effective manner..
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Why
Track Customer Satisfaction?
Ø
Growing
Competition –
Obtaining new customers is
expensive. With companies looking to capitalize on others mistakes,
ensuring that a relationship is strong is core to any CRM program.
Ø
Customer
Satisfaction Studies Become Self-Fulfilling – Once
people in an organization learn performance is being measured, employees often
raise their performance level.
Ø
Customization
and Normative Comparisons – Aside
from a small set of core questions, there is no standard set of questions
providers must adapt to.
The questions we ask are customized to your needs.
Over time, Management may want to shift emphasis from one area to
another, or deal with an unexpected issue.
The core questions allow you to compare your scores with other
organizations if you choose to do so.
Currently, NMM has over 96,000 satisfaction interviews in its normative
databasee.
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Is
Customer Satisfaction Right for You?
CRM Studies are used by organizations that aggressively
pursue customer satisfaction as an institutional goal, particularly those who
realize that the market is a changing competitive environment.
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Case Study
A large division of a $9 billion transportation and distribution company
employs a best practice approach to assessing delivery satisfaction.
Soon after completion of a job, NMM interviewers contact a random
sample of customers. Using
monthly reporting that is rolled up into quarterly and yearly analysis,
Management keeps every employee informed about their delivery record and
related customer satisfaction measurements.
One
of the largest personal insurance companies wanted to track the performance of
their organization’s sales and customer service vehicles.
This included both telephone representatives and a best-of-class Web
site. We worked with the company
to tailor a program that involved contacting customers and price shoppers who
contacted the company to determine areas for potential improvement.
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