Mercuri recommends an approach to customer analysis that incorporates the following:
- A structured, clear and repeatable snapshot of the current situation
- Objective measurement of the stability of your customer relationships
- Tailored to investigate / address your key issues
- Comparison of the views of your customers and of your staff
- Action oriented conclusions that give a practical base for improvement with clear milestones
What could be measured?
At Mercuri International we have extensive experience in planning and implementing customer research. Each piece of research is bespoke but might typically investigate areas such as:
- Are you perceived as a supplier or a partner ?
- How well do your people understand the customer's value chain ?
- Does your team have contact with the right people at the right frequency ?
- Is your customer relationship management appropriate to the needs of your customer ?
- How well do your support your customers in achieving their objectives ?
- What are the priority actions to make the whole organisation more customer focussed ?
Turning knowledge into market results:
Our research enables your organisation to turn knowledge into results by acting as the rationale for customer-centric change. It gives clear and tangible recommendations concerning what, why how and in what order to take actions. Implementation of change is the guiding principle behind every part of the survey. We make it easier for management to take the right measures to improve customer relationships and the performance of the business.