At Customer Centricity our goal is to make your organization
perform better and deliver stronger results through a more
customer-focused approach. We do this in two primary ways:
1. Helping Our Customers Become More Customer-Focused.
This can involve a range of services depending on the
individual situation and can take several forms:
Performing an initial
assessment of the customer's experience using our Customer
Experience Assessment methodology. This is a 360
degree review of the customer experience looking across all
touch points (e.g. web site, sales, service, product,
invoicing, customer-facing personnel, systems, processes,
and any other other area that impacts the customer).
The result is an executive level read-out sharing what is
working, opportunities for improvement and a road-map for
improving the customer experience.
Executing customer surveys and
interpreting the results for the company in order to develop
and execute a plan to make necessary improvements.
- Driving projects that are targeted at improving the
customer experience -- either resulting from the above
exercises, or those where a company has already decided to
undertake, but need strong leadership to implement.
2. Delivering Experienced Project Management Services.
Often, organizations lack the integral project management
know-how and resources to design, plan, execute, and report on
complex, cross-functional, projects, including, but not limited
IT implementations, such as
ERP and CRM systems. Includes analysis of user needs
and process design to get all the constituents on the same
page and ensure that the organization yields the expected
This is essentially leading the "whole-company" program to
integrate an acquired firm. This encompasses all
aspects of the organization, including financials,
facilities, sales, service, personnel, processes, and more.
- Business process design and/or streamlining. This
includes working with all constituents to identify as-is
processes and opportunities for improvement, ensuring all
groups have a voice and a stake in the new design and the
At Customer Centricity, we approach each customer individually
and consider their unique requirements. As we work with the
customer, we review all areas of people, process, and technology
to understand the true scope of the issues, rather than jumping to
technology as the answer. Our experience has shown that our
methods work and deliver results far beyond what could be done
Why? Because we have a wealth of
real-world experience from working with customers across a wide
range of industries solving complex customer relationship and
service management issues. We become part of your team
without being bound by what has been done in the past or political
barriers that impede change. Quite simply, we help you plan
for success, execute the plans without fear, and deliver results
in the form of delighted customers.
We encourage you to explore our web site to get more
information about our approach and services. You can use the
links below to get started: