What We Do

Overview

ServiceQualityWorks provides an end-to-end sales enablement solution that is cost-effective, scalable and can be applied across industries, geographies and business models. Our solution has been designed by experts and tested across a range of Fortune 500 companies. Our proven methodology and tools deliver meaningful insights that let you to focus on building customer relationships rather than measuring them. Informative and intuitive outputs easily identify key drivers and performance gaps, providing actionable feedback both for you and for the rest of your team/organization.

Structured Dialogue Yields High-Quality Insights

End-to-end solution, covering data collection, synthesis and reporting

Our end-to-end sales enablement/customer experience solution provides all the tools you need to turn customer feedback into meaningful and actionable business insights:

A preconfigured, proven survey instrument that takes less than 10 minutes to complete and can be applied across industries (and geographies - translation supported).
An integrated data collection management system, which maximizes response rates while optimizing the timing and content of customer communications.
Performance scorecards detailing how you perform on multiple measures at multiple levels (individual, account, segment, division, company).
Perceptual mapping tools that are applied at multiple levels and can show different measures. The most common form is a Customer Value Map, which compares importance and performance ratings, but we also generate Customer Loyalty Maps (based on derived importance) and other custom maps as needed/appropriate. Click here to see example of our maps in action. her

Tested, turnkey solutions

Inclusive Process Facilitates Performance Improvement

Performance improvement initiatives succeed when all parties are part of the process

Customer, front-line, and intermediary (distributor, etc.) inputs are used to identify performance improvement needs/opportunities. Customers define their desired experience, while front-line and intermediary feedback identifies obstacles which prevent the delivery of that experience. Our solution calls for all three populations to complete same survey instrument, which maximizes the ability to compare and integrate results. The benefits of this approach include:

Change Management Made Easy

Internal obstacles to effectively meeting customer needs become explicit. Company policies, processes, or systems that hamper the front-line teams’ ability to meet customer needs are identified.
Employee perceptions of customer needs can be tested (and shaped). This is critical, especially for front-line teams; perceptions drive behaviors, and even small misalignments can significantly hamper improvement efforts.
Employees and intermediaries feel part of the process. Giving employees and intermediaries a voice ensures that buy-in is created to support the actions needed to deliver an optimal customer experience. Without front-line commitment even optimal growth strategies will underperform.

Insights Make Revenue Risks and Opportunities Explicit

No more surprises

Quantifying revenue risk is challenging for sales organizations, especially in B2B relationships where multiple stakeholders’ voices overlap across a buying unit. Front-line sales and account managers are often aware of customer concerns but may be either unable or unwilling to address those concerns.

Where Should You Focus?

Customer retention has a big inertia component, which can be maximized by a combination of account and customer experience management. However, anything which disrupts that inertia - problems, competitors, etc. - can make customers more open to alternatives. At the same time, growth opportunities may be missed by front-line teams that are stretched too thin.
Our solution helps you measure risk and identify opportunity, which in turn allows you to pro-actively allocate resources to defend and grow revenue. You can review the big picture across the company or drill down and examine specific segments, categories, accounts – even individuals within buying units.

Actionable Growth Strategies for Customer Value Management

Identify, manage and deliver value from a customer perspective

One of the biggest challenges for all companies is making customer insights meaningful and actionable. All too often, and for many different reasons, mission-critical customer insights never make it to front-line teams and leaders who need them most. ServiceQualityWorks tools deliver aggregate insights similar to those produced by other B2B market researchers, but we go several steps further. We recognize that in B2B one size does not fit all, and individual relationships matter.

Understanding needs, satisfaction, and loyalty for each member of a buying unit is the best way to effectively build, manage and grow B2B relationships. We therefore provide insights (to the appropriate people only) at many different levels, ranging from the entire organization to an individual customer. ServiceQualityWorks will also facilitate work sessions with different internal teams to guide the development of customized growth strategies and performance improvement action plans.

Value Focused Action Plans to Support Company Growth

Growth and Retention Produce High ROI

Insulate customers from competitors, win new business

If we help you retain - or acquire - just one key account, our offering can pay for itself many times over. Our solution will help your sales and marketing organizations make better business decisions that are more aligned with the needs and wants of your customers and the capabilities of your organization. That simply makes good business sense.

Cost/Benefit Made Explicit

Our tools will yield insights needed to create - and validate - both overall growth strategies and detailed engagement plans. Read an example of how our solution has been successfully deployed by our clients! See how we helped a client save a $120 million account here.