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Services Overview
The goal of CustomerImpact Services is to design and implement programs that help our clients achieve desired business outcomes. Our team of consultants, researchers, visualization experts, project managers, application developers, and technical support are all committed to producing a quality experience through each phase of the program. They will:
- Design and implement voice-of-the-customer programs based on sound methodology and use of best practices that includes sampling, questionnaire design, pre-survey communication, and appropriate analytic tools
- Serve as Project Managers who will work with the various participants in your organization and coordinate with any 3rd-party vendors as needed, ensuring that timelines are met and quality is delivered
- Provide technical expertise to customize your dashboards as needed by various users
- Deliver technical support promptly and courteously so that systems, integration of data from a variety of sources, and dashboard presentations work according to spec
Dashboard Design and Implementation Services
Dashboards provide an overview of what’s going on in the business, allowing the user to monitor the key measurements that define business success and to quickly identify trouble areas that must be addressed. We offer dashboard templates (standard dashboard designs) at the enterprise and departmental levels. They incorporate the typical key performance indicators and supporting metrics, and a recommended format for presenting the data. We believe that as much consideration must be given to dashboard design as to the data that populates them. As such, we incorporate the latest thinking on visual perception and communication
If you have not determined the key performance indicators for your company or department, CustomerImpact’s consultants help you to select the key measurements and supporting metrics during our Discovery Phase. We take you through our five-step process of Discovery,Design, Build, Deploy, and Manage, during which we advise you on the most effective way to collect, integrate, and communicate the data.
Enterprise Performance
Performance Management for the enterprise depends on top-level performance indicators that link to corporate strategic goals, as well as the metrics of key functional areas, such as Sales, Marketing, Customer Service, and IT. Each functional area has its challenges and goals, with core areas that must be defined, understood and managed. Key drivers for each of those core areas represent how well the company is performing in that area. There may be ways in which performance in one area affects outcomes in another, so that the dashboard of one area may incorporate metrics from another. For example, Marketing’s data on marketing campaigns will affect Sales and Operations. CustomerImpact’s consultants work with clients to understand the linkages between departments in order to design the series of dashboards and drill-downs across the enterprise.
Customer Intelligence
Customer intelligence plays a pivotal role in understanding what drives customer satisfaction and loyalty, and, ultimately, business outcomes. For clients who have an existing customer feedback program in place, we will work with you to incorporate significant customer inputs, both quantitative and qualitative, in the appropriate executive and department dashboards. For those without such a corporate-wide program, we offer our Customer Satisfaction and Loyalty solution that will measure and track all aspects of the relationships of all customers with your organization. CustomerImpact consultants will design, test, deploy, and manage all phases of your survey program. We will also build dashboards that incorporate the key data and findings in the most powerful and engaging way.
Consulting Services
Consultants are available to work with clients to deliver:
- Linkage Analysis that probes for a quantifiable relationship between employee satisfaction and customer satisfaction, customer satisfaction and operational measurements, customer satisfaction and business outcomes
- Customer Verbatim Analysis through sophisticated text analysis techniques, categorizing the key themes, as well as whether the sentiment expressed is positive or negative
- Action Planning and Implementation through workshops, discussions, and training