Customer Experience Management Solutions

Dashboard Indicators

Where are you, at this particular moment, in your customer’s eyes? How do they rate your account management team? Your customer help desk? Your installation? Your value delivery? Similarly, what percentage of your customers have bought from your competitors? How do you benchmark relative to competitors? How did their last contact with one of your telephone customer service reps go? These questions are common amongst companies committed to world-class customer relationship management.

Many of our clients have a regular need for clear indicators of where they currently stand with their customers. Whether these are required as metrics for a strategic management system such as a Balanced Scorecard, CRM, inputs to a Six Sigma or continuous improvement framework, or to determine whether performance based variable compensation will be awarded, the integrity of the indicators must be unassailable.

Forum’s marketing, social and political research roots, strong operational and technical competence and quality management standards ensure that the ‘snapshots’ our clients receive of current performance amongst customers, withstand intense management scrutiny. In short, we deliver indicators for the ‘management ‘dashboard’ that management trusts.