Customer Satisfaction Management
Great. You have already heard a lot about the measurement and management of customer satisfaction. However, measurement alone is not enough.
What does Psyma offer you? Don't risk anything and allow yourself more than an insight:
- Optimise your relations network: not only customer management but stakeholder management.
- Build on the analysis of a complete market model: not the reflection of individual performances but the depiction of the market scene as a whole.
This results in a system of market leadership, which makes the following possible:
- Exposing and processing the causes of market success and failure
- Intercepting the indirect effects of simple looking sets of measurements
- Elaborating an agreed, consistent strategic program (balanced score card), and with it,
- Merging performance processes, business resources, business culture and business image in optimal ways.
The corresponding database improves the competitiveness of the business and is a deciding factor in the construction and extension of the value of the business (shareholder value). It optimizes the relationship management, uncovers the development of mistakes, provides new ideas for market adaptation and supplies solutions, not only numbers.
Our Psyma SATIStrategy tool proceeds as follows
- Qualitative preliminary stages, in order to generate all relevant sizes: What are the critical results / basic conditions of the performance process?
- Survey of performance and satisfaction,
- Comparisons with the competition regarding the exposure of potential threats,
- Comparison of the market view with a self-assessment in order to revise internal processes if necessary, and to uncover communication and motivation deficits,
- Exposure of target area influence factors such as customer satisfaction and customer contact,
- Portfolio analysis for the establishment of more promising measures for improvement,
- Customer segmentation in order to address customers in a preferentially oriented manner - away from the non-existent "average" customers, towards target group marketing,
- Monitoring, in order to identify possible risks early and to measure the effect of improvement procedures.
