August 2003 eZine

Introduction

The Competence Phase of the Transformational Change Cycle and CRM. In the previous edition we outlined what we believe needs to happen during the Breakthrough Phase of the 'Transformational Change Cycle'. This month we discuss the last of the four phases - the Competence Phase.

The other phases can be accessed from the menu or our introduction article - CRM Transformational Change Cycle

SRD Group Customer Satisfaction Survey Results

We had a 90% response to this survey - a big thanks to all participants!

The results were very pleasing, in particular the last question which read:

"Please rate this statement: 'We know SRD Group/ Your consultant will continue to add value to our CRM journey in the future.' "

SRD Group as an organisation had all respondents rating the question as either Strongly Agree (43%) or Agree (57%). The consultants’ scores were; Strongly Agree (67%) or Agree (43%).

You can read the complete review by clicking on SRD Group Customer Satisfaction Survey Review (pdf).

The winner of the Matariki bottle of wine (courtesy of Burleigh Trading) for completing the survey was John Carter of ORIX Australia - Fleet and Financial Services

CRM Health Check Survey Results

The purpose of this survey was to establish a reference point for organisations on a variety of generally non-technical factors that are considered very important for Customer Relationship Management (CRM) success. The results make interesting reading and provide some insights as to how other organisations are ‘collectively’ performing against the various factors measured in the survey.

Read the complete review on CRM Health Check Review (pdf).

The winner of the Twin pack of Matariki wines (courtesy of Burleigh Trading) for completing this survey was Damien Jones of 3M Australia . Congratulations Damien and thanks to all who participated.

Building Great Customer Experiences !

Over the years we have seen how a lack of focus on the customers experience can damage the relationship and potential returns each customer offers. SRD Group agrees with Colin Shaw and John Ivens that it will be great customer experiences that will differentiate companies and increase growth and long term loyalty in the future.

“The Customer Experience is a blend of the companies physical performance and the emotions evoked, intuitively measured against customer expectations across all moments of contact.” - Shaw and Ivens.

SRD Group is helping build great customer experiences by ensuring that enough focus and attention consistently gets put on the most important factor to your success - the customer!

For more immediate information on how we are doing this please contact Neil Stewart on .

Upcoming Events /Programmes

We will be putting together two workshops in the near future.

1. A workshop on a CRM topic that some of our clients have asked for ' What should Senior Management get out of CRM and how can we keep them involved? '
2. ' Building Great Customer Experiences ' - what does it take!

We will let you know more about these in the next month's edition of CustomerCentricTimes.

Tips/Thoughts

'Enterprises that are able to most quickly and effectively act on the information they receive achieve competitive success'