Business Solutions Overview

How do you ensure that the voice of the customer will be put to work, thereby maximizing the return on investments in technology, products, people, and customer feedback programs? The answer and the challenge is to integrate various sources of customer feedback, integrate that customer data with core business processes, and ensure that management “hears” that voice in order to plan and implement the right actions. But it is critical to go even one step further, namely, to make that three-phase process of listening, planning, and acting a core underpinning of the corporate culture. All employees at all levels should be aware of customer feedback results, aware of how the company is performing at all levels of the enterprise, and aware of their role in raising customer satisfaction and improving the company’s performance.

CustomerImpact’s solutions are designed to do just that for any industry or business function by:

Using sound methodology and survey design best practices to implement customer surveys across all touchpoints and at every stage of the customer life-cycle
Selecting and integrating key data from a variety of sources, such as ERP, CRM, Helpdesk , sales data, and customer intelligence into a single database, from which critical data points can be accessed, analyzed, and communicated
Offering a consistent view of business performance throughout the organization—not just to executives, but to managers, supervisors, and customer-facing employees, demonstrating how their contributions impact the health of the company

Displaying information in context - compared to established corporate goals, competitive benchmarks, and performance in earlier time periods- so that trouble areas are immediately evident and decisons can be made quickly
Providing the expertise to deliver more advanced analytics to support more complex customer satisfaction initiatives, such as customer segmentation and stepwise regression to explain and predict changes in a targeted variable such as overall customer satisfaction
Designing and building personalized executive and departmental dashboards that display Key Performance Indicators (KPIs) in a way that is useful, efficient, aesthetically pleasing, and able to communicate complex information quickly

Solutions by Industry

CustomerImpact offers its expertise in dashboard design per industry based on specialized knowledge of the key metrics for that industry and their relationship to each other. For example, the financial services sector faces significant challenges due to intense competition, heightened risk factors, and complex operational issues. Consumers have many options, so it’s important to understand what actions will result in greater market share without a detrimental impact on profitability. What will serve as significant differentiators for a bank or an insurance company? Understanding customers’ perceptions of their experiences, their desire for new products/services, along with their purchase history by customer segment, region, and product/service can lead to actions that will drive growth and profitability. Add customer attitudinal data and you have a rich panoply of vital information that yields key insights for informed decision-making.

Solutions by Industry

Solutions by Business Department

CustomerImpact offers its expertise in dashboard design per functional area based on specialized knowledge of the key metrics for that function and their relationship to each other, as well as to relevant metrics of other functions. When prospects become customers, their most likely interaction will be with Customer Support. As such, the nature of that interaction will be a major factor in their satisfaction and loyalty. If we analyze the requests that come in for information, to resolve issues, or purchase a product, the key metrics in assessing how Customer Support is performing would include the number of calls, first call resolution, cost per call, agent utilization, number of cancelled orders, number of returned units, and value of returned units—by day/month, product, and call center. Add customer attitudinal data and you have a rich source of data that will yield insights for informed decision-making.

Solutions by Business Department