Service supply organizations are always seeking to optimize, by improving customer relationships for greater revenue and cost reductions. The constant demands, adjustments and upkeep of customers requires a more formalized way to compare and service them. That is why customer benchmarking is so key. In today’s post, we will examine a few factors that demonstrate the power and influence of customer benchmarking.
First, customer benchmarking demonstrates the costs and services that each customer is accumulating. It logs every customer interaction and the services provided to them, whether it is in the initial contract or not. This helps to determine the total cost for delivering your product or service to the customer.
Second, customer benchmarking helps to determine the true price of your product or service. A comprehensive software solution can isolate the amount of product and the price that is actually received from the customer. This helps to clarify the true value of the customer when compared to the cost of services.
Finally, you use benchmarking tools to determine the satisfaction and feedback of the customer. The tool automatically sends a survey to key stakeholders at the client company. The survey results are tabulated and provide feedback to provide continual improvement efforts. The data helps managers at your company understand how the customer truly feels about your performance. It also compares the feedback across all the customers to get a true sense of the most loyal and the least loyal accounts.
Accupoint’s solution family has helped many firms benchmark customers, improve satisfaction and meet compliance standards, leading to greater revenue and less costs. For more information about how Accupoint Software can help streamline the management of your customer benchmarking program, please contact us today.
Happy and satisfied customers are the lifeblood of your business. Everybody knows that, but did you know that customer satisfaction should be built into your quality management system (QMS).
When you think about it, quality performance is first and foremost about meeting the needs and expectations of the customer. Therefore, we need to expand our definition of quality management to include customer satisfaction as a means of improving performance over the long term.
The following chart helps to illustrate the concept:
A comprehensive QMS should include components for monitoring and measuring customer feedback. It should contain effective procedures for the receipt, logging, evaluation, investigation & reporting of all issues raised by the customer. The results of this analysis should then be used as a driver for designing and implementing improvements to your system.
For more information on integrating customer satisfaction into your Quality management program, contact the Accupoint team toll-free at 800-563-6250 or visit us on the web at www.accupointsoftware.com