Tuesday, September 30, 2008

The Customer Needs to be the Focus

Successful companies are continually looking to the customer to measure their success and are focused on improving the customers’ experience in order to improve revenue and profitability. According to Aberdeen Research, 75% of Best-in-Class companies proactively manage the customers’ experience through specific review programs. In so doing, they continually review business processes throughout the organization to assure that all processes are tied to satisfying the customer.

Aberdeen found that within those that are Best-in-Class companies:

  • 90% had year-over-year increase in customer retention
  • 84% had year-over-year increase in customer satisfaction
  • 68% had year-over-year increase in customer profitability
  • 67% regularly incorporate the customers’ experience into management decision making
  • 53% perform regular review of all customer-facing business processes as well as other processes in the organization

In order to achieve Best-in-Class performance, companies need to:

  • Perform regular review of all processes to assure they are in sync with the needs and desires of the customer.
  • Implement a set of metrics and measures that tie the business processes to the satisfaction of the customer.
  • Establish a mind set of continuous improvement so that the organization can change as the customer demands change.

Are you Best-in-Class?