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Customer Management
Knowing the requirements of one’s customers is a decisive competitive advantage, …
… that is why we regularly and methodically evaluate the status of your customer relations.

Customer surveys are an effective instrument on the path to greater customer satisfaction and service quality. They help to recognise strengths and weaknesses of one’s own company, but also when compared to the competition. At the same time they give a clear external signal: this company is working to improve itself for the good of its customers.

Customer surveys supply both the current status of the customer relations (factual performance figures, actual / target) as well as information on the subjective perception by your (internal and external) customers. We supply answers to the central questions within customer relations:
• How well do we fulfil the requirements that the customers make of our company (actual / target)?(e.g. quality, logistics, innovation, flexibility, price)
• How satisfied are our customers with us? (service, sales, etc.)
• Will our products and services suit our customers in the future as well?
• How does the customer view our business relationship?
• Where can the optimisation and added value potential be found?
The process of the customer survey can be fully mapped as well as realised in an automated manner using the customer@monitor.

All of the customer relation aspects in one integrated, comprehensive solution

The individual modules allow performance figures from other IT systems (e.g. customer complaint rates, order volume) to be read in as well as implementing the internal / external customer surveys.

Benefit for the purchasing department, the specialist departments and management

• Customer monitoring based on performance figures, satisfaction in the sense of a actual / target comparison and benchmarking
• Compiling the factual data and comparing it with the subjective assessments of the participants
• Recording the added value potential through the comparison of the supplier view vs. the customer view
•
Basis for optimising different measures regarding …
 
•
 Innovation
 
•
 Process quality
 
•
 Customer analysis
 
•
 Customer binding
 
•
 Quick and clear reporting for the specialist departments, the purchasing department and management

Implementation:
Usually we implement the customer@monitor together with the specialist department whereby, after the content adjustment of the survey catalogue and the reporting concept, an integrated workflow solution is implemented that permanently collects data and reports as a type of “perpetuum mobile”.

The cooperation with your internal IT department is limited to the provision of an interface for the transfer of parameters and therefore is kept at a minimum.
We can support you when it comes to all technical and conceptual questions, that is why our services portfolio encompasses the following services:
• Implementation of the survey for reference groups (including sampling) or as a comprehensive survey.
• Development of the items including the pre-tests.
• Anonymous online or hybrid surveys, whilst keeping to strict data security and privacy laws.
• Drawing up the questionnaires in your corporate design layout.
• Providing the results as an online evaluation and reports that can be downloaded. (e.g. departmental reports, management summary in the formats MS Excel, PDF or MS Power Point)
• Distribution of the results in compliance with an authorisation concept (roles/views) over the Internet / the Intranet.
 
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