Proactively Manage Customer Loyalty & Satisfaction
Services organizations looking to improve financial performance often focus on building the sales pipeline and maximizing resource utilization. While these critical drivers of financial performance are essential, another key consideration for services firms, the effectiveness of an organization's business processes, is often overlooked.
Services organizations looking to maximize profitability over the long term are often challenged when striving to maximize the lifetime value of customer relationships.
Customer History
Understanding customer history such as past engagement and project requirements, issues, team members involved, can greatly increase the effectiveness of service delivery in future engagements. Too often critical information relating to a particular customer is stored on individual desktops, preventing other resources in the organization from leveraging corporate knowledge to create value. Services firms that track the entire customer relationship within a single, integrated system achieve the benefit of creating a
customer history that improves the effectiveness of services staff and the quality of services delivered.
Infrequent Measurement of Customer Satisfaction
Services organizations often rely on annual customer satisfaction surveys if any at all. These infrequent measures of satisfaction, offer little guidance for organizations in day-to-day operations, as they tend to measure satisfaction from a macro level, rather than at an individual engagement, project or resource level. Organizations that measure satisfaction frequently, as services are delivered, can deal with issues relating to individual resources or miscommunications or missed expectations at the project or engagement level, thereby increasing and managing customer satisfaction.
Lack of Visibility into the Value of Relationships
Organizations often lack visibility into the current and future value of customer relationships. Understanding the potential value of a relationship can significantly impact the way a services organization allocates resources and manages each relationship. Systems that provide integrated views into opportunities, existing engagements, the profitability of relationships and satisfaction ratings enable organizations to proactively create more value for customers and in turn increase the financial value and profitability of the relationship for the business.
Changepoint PSA enables services organization to track and manage the customer relationship from initial contact through the entire service delivery process to invoicing. This enables organizations to track all critical customer details in a single system to improve the effectiveness of service delivery. Integrated survey management capabilities provide automated satisfaction measurement at the engagement, project or resource level. Customer radar reports provide management with a comprehensive view that enables services organizations to enhance customer satisfaction, loyalty, grow revenues and improve profitability of engagements.
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