Customer-Focused CRM (#CX)

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Defining the Ideal Service With a Blueprint

Defining a Customer Service Blueprint In the last few pages, we have defined a language to describe customer service and a Contact Map tool for capturing the customers’ experience at each Moment of Truth (MOT). The next step is to define the targeted service level - what we aspire to reach. We can do this using the same language and the same measurement tools - so our Customer Service Blueprint is simply the Customer Contact Map that we seek to achieve - with the required performanc... more

Perfect Order Score Example

Your service might be worse than you think! Consider the example "Perfect Order Score" below. This small consumer goods company was measuring its "complete and on time despatch" to customers at 95%. Setting aside that most customers are more interested in when goods arrive than when they're sent, this doesn't sound too bad (though 99.9% would be better). The Perfect Order Score reveals, however, that less than 40% of orders were going through the system without co... more

Searching For A Definition Of Customer Service

Customer service is ... everything you can do to help your customer achieve their objectives... That's a broad definition, but it describes a broad relationship. Customers today expect more than simply the delivery of a transaction, the wider relationship is just as important, for example: i. in business to business arena, Rolls Royce no longer sells aero-engines to airlines, their proposition is to keep planes in the air and on time, by providing real-time monitoring and management serv... more

Understanding Customer Service with RATER

Understanding Excellence in Customer Service Excellence in customer service is always difficult to define, but we all know it when we see it. However, if we wish to deliver excellent service it is unlikely to happen by chance. We need:- a language for describing it a means of measuring it a system for setting standards and targets RATER: A language for describing the service a customer experiences The RATER model deconstructs customer service into five distinct and independent dimensi... more

Creating An Excellent Customer Experience

A recent article on blogs.sap.com highlights the importance of knowing your customer and their needs when it comes to building an excellent customer experience for them. At CXRM, we provide a platform for you to build upon your customer experience and help provide an excellent and personal service to the consumer. With CXRM you’ll be able to share information across your business from one place; helping to avoid running back and forth, sending constant internal emails and calls to one a... more

CXRM Connecting Customer Experience

Oracle recently conducted research into the shopping needs and expectations of consumers worldwide in an effort to better understand the important of service to the retail experience. The full article can be found at the guardian.co.uk. The main values the study found were; Understanding the value of service Meeting the modern service requirement The store as a differentiator Flexibility and agility of the supply chain Connecting the customer experience Improve Your Customers' Ex... more

The Cost Of Bad Customer Experience #CX

This great infographic from desk.com shows just how much bad customer experience could be costing your business. With a staggering 9/10 U.S Consumers saying they would pay more to ensure a good customer experience. Improve Your Customers' Experience CXRM helps you improve the experience your customers have with your business. Read more about the business benefits of using CXRM. ... more

10 Customer Experience Facts

A wonderful article found at www.technicallymarketing.com highlights the importance of customer experience in todays day and age. And as we continaully try to improve our own online software to provide a platform to build excellent customer experience, it may be worth highlighting from this article the 10 customer experience facts for 2013 to take note of. According to a CEI Survey, 86% of buyers will pay more for a better customer experience. But only 1% of customers feel that vendors consis... more

Make Your Customer Experience More Personal #CX

A recent article found at www.winthecustomer.com shows that 78% of consumers reported that their most satisfying experience took place when a capable and competent service support representative answered their queries. At CXRM, we provide a platform for you to build upon your customer experience and help provide an excellent and personal service to the consumer. With CXRM you’ll be able to share information across your business from one place; helping to avoid running back and forth, ... more

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