Why CustomerImpact

Expertise

CustomerImpact’s professional services organization brings many years of experience in customer satisfaction and loyalty methodology, performance management, customer intelligence, market research, and project management. We also understand the challenge of compressing large amounts of business information into a dashboard’s limited real estate and can advise clients on what metrics to select, how to present them in the most visually compelling manner, and how to balance the components of a dashboard.

The entire team comprises research, consulting, technology, and business professionals, each with real-world expertise. Our researchers are located in Europe and the U.S. We work with you in your time zone and ensure that the cultural differences across countries are taken into account for your global programs.

Technology

We recognize that decision-makers usually do not have timely access to the right information. Data is available through periodic static reports and metrics are limited to a small number of functions. And, because the data exists in disparate databases, users typically see operational, financial, and customer attitudinal metrics in separate reports. CustomerImpact’s platform architecture enables continuous collection of data from multiple sources, with the immediate aggregation and synchronization of the data spanning multiple functional areas, including finance, sales, and customer service, along with the relevant customer feedback for each. Information is extracted in real time and securely delivered to the CustomerImpact hosted application server, where calculations take place immediately and are output to dashboards. These dashboards support both higher-level strategic objectives and more narrowly focused departmental goals. The hosted environment is based in Europe and is scalable, secure, and reliable.

CustomerImpact has deep expertise in technology. In 2004, we opened a development centre in Hungary. That lab serves as an innovation and discovery centre, where our experts integrate and test our service propositions.

Methodology

Our methodology starts with sound customer research principles, which ensure that the customer data collected is valid and defensible.   We adhere to well-established rules regarding sampling, inclusion of all customer segments that would have relevant input, questionnaire design, length of questionnaire, scale, selection of data collection channels, timeliness of survey deployments, and use of local languages, to name but a few. We also adhere to the basic tenets of dashboard design, so that the information that is captured is timely, relevant, accurate, and visually engaging, with the degree of detail needed at executive and departmental levels. This means that conclusions can be drawn quickly and easily, so that actions can be taken.

Unique Solutions

We focus strictly on driving business performance by leveraging customer intelligence to better understand, optimize, and align customer strategies, business processes, and strategic goals throughout the organization. We understand that each company’s strategic and tactical goals are different and we tailor the solution to meet those needs. We have a vested interest in your success.