Customer Advocacy Transformation
This suite of services is designed to evolve a company from a product support/cost center organization into a value-added services/profit center one.
Customer Survey
Purpose
Determine what your customers 1) expect, 2) need, and 3) want.
Benefits
The client benefits from the Customer Survey are twofold: First, it is always valuable to learn how one's customers perceive them and your products; second, the feedback gained will define real value-added services opportunities, and perhaps even new product ideas.
Process
Our customer survey process is a two-fold approach.
- Understand how you are perceived by your customers: We build a custom on-line survey designed around your specific business and send this survey out to a representative segment of your customer base.
- Validate the survey findings with several customer visits: Talking directly to your customers allows us to explore potential issues discovered with the on-line survey.
Whole Product Planning
Purpose
Determine to what extent your extended product is addressing your customers' needs and wants.
Benefits
The benefit from Whole Product Planning is a comprehensive view of the client's design capabilities and market opportunities — a pathway to future revenue growth.
Process
- Interview your engineering, marketing, support and sales groups to define your current whole product offering.
- Review the Customer Survey Report and identify gaps between current offering and your customers' needs and wants.
- Build implementation plan to address gaps.
Alignment and Training
Purpose
Transformation. This is the longest and most involved of the activities, and will typically this transformation will require the participation of most functional groups in an organization: engineering, finance, marketing, sales with strong management leadership.
Benefits
The Alignment and Training phase sets the client organization up for future sales and revenue growth. Successful implementation of the transformation to customer advocacy will have positive impacts on competitive positioning and employee turnover as well.
Process
This is a facilitated iterative process where the impacted processes are re-engineered to support the new for-profit value-added services/support model.
Customer Validation
Purpose
Confirm that our client's transformation has been successfully started.
Benefits
Customer Validation will confirm that the transformation is underway. The transformation will continue to accelerate as the new internal processes become habit.
Process
Similar to the Customer Survey process, on-line surveys and customer visits are used to validate progress and to identify possible needs for additional intervention.
