CUSTOMERCENTRICTIMES
eZines: Nov 2004 > Dec 2004 > February 2005
In this issue of CustomerCentricTimes;
- Merry Christmas
- ROC Brings the Customer Back into the Financial Picture
- ORIX wins award
- Unisys on SRD Group
SRD Group Soapbox
Seasons Greetings. We hope that you are not too stressed as a result of the 'silly season' and you are going to be able to enjoy this time of family, friends and relaxation.
This months CustomerCentricTimes is short and sweet and covers the December ’04 and January ’05 editions due to the holiday season. The next publication will be in February 2005!
CRM Corner
ROC Brings the Customer Back into the Financial Picture
An article from Don Peppers of Peppers and Rogers Group. They introduce the concept of Return on Customer (ROC) which companies can use to gauge the rate at which customers create value for a firm. Read more on what these gurus are advocating...
Growing GREAT Customer Experiences Forum
Congratulations must go to one of our loyal customers ORIX Australia who recently received an award for the Best Supplier from one of Australia’s largest banks, St. George. See how they achieved this by reading more…
2005 will see SRD Group putting even more energy and focus into helping companies like ORIX grow even greater customer experiences, as we are totally committed to the notion that these positive experiences are the key to sustainable profitability.
Part of our Growing Great Customer Experience program involves getting regular feedback from customers. Another of our clients who are also committed to this notion is Unisys New Zealand Limited. This is what they had to say about their interaction with SRD Group:
"Unisys has used the SRD Group for the last 3 years to survey the satisfaction of our user community once every quarter. Throughout this time I have found the SRD team to be highly responsive to our needs, which more often than not, come with little to no lead time.
The surveys are professionally run and provide extremely useful intelligence on where I need to focus attention as well as the services that our customers are happy with - it's all critical information necessary to continually improve.
Aside from the surveying - Neil and his team have always been available to have a chat about latest thinking in the CRM space and how I can bring to bear other SRD services so at the end of the day we are working towards our goal of providing a "great customer experience" every time we talk with our customers.
I recommend SRD Group to anyone who cares about what their customers think and who are agile enough to change."
Mike Hornsby
GIS Account Manager
Unisys
If you would like to know more about our Growing Great Customer Experience Programs or Customer Experience Surveys, that will have a real impact on your business, please contact me at neil.s@srd-grp.com.
SRD Group Consulting Services
SRD Group primarily consults on CRM, Growing GREAT Customer Experiences and Customer Satisfaction/Experience Survey Programs. We also provide consulting and facilitation services for sales and marketing efficiency and effectiveness improvement. If you are interested in finding out more about SRD Group please drop me an email at neil.s@srd-grp.com.
The Last Word
SRD Group would like to wish you and your family a Merry Christmas and a happy and prosperous New Year.
May 2005 bring peace on earth and goodwill between nations and …… may the All Blacks send the Lions home with their tails between their legs!
Please do not hesitate to contact us if you think we may be able to help you in any way
Neil Stewart and the team at SRD Group.
SRD Group Limited
CRM Consultants
Merging TEAMS, TECHNOLOGY AND CUSTOMERS
