Our Services

Customer Centricity is dedicated to supporting our clients efforts to become more customer focused in their operations and improving their service management.  As such, we have developed programmatic approaches to common business issues which are tailored to meet your specific needs.  These include:

• Customer Experience Assessment

  • A 360 degree review of the customer experience

    • Interview employees (at all levels of the organization)

    • Interview customers and review prior survey results

    • Shadow customer facing personnel (Sales, Service, etc.)

    • Mystery customer

    • Documentation review (marketing, web site, product, process, job descriptions, etc.)

  • Comprehensive read-out providing:

    • What is working well

    • Opportunities for improvement

    • Recommendations

    • Implementation road-map

     

• CRM Analysis and Implementation

  • Sales Strategy and Process Development

  • Marketing Program Strategy and Lead Management Process Development

  • Customer Service Strategy & Implementation

    • Customer Service Effectiveness Audit

    • Customer-base Satisfaction and Loyalty Assessment

    • Tiered Service Analysis

  • Vendor / Supplier Strategy & Implementation

   
• Outsourcing Analysis & Implementation
  • Outsourcing Viability Analysis
  • Vendor Evaluation and Selection
  • Implementation

  • Ongoing Management and Continuous Improvement

• SAS 70 Audit Preparation & Execution
  • Gap Analysis
  • Remediation Project Plan
  • Audit Vendor Evaluation and Selection

  • Execution

• Operations Strategy & Implementation
  • Customer Service Strategy & Implementation
    • Customer Service Effectiveness Audit
    • Customer-base Satisfaction and Loyalty Assessment
    • Tiered Service Analysis

  • Vendor / Supplier Strategy & Implementation

• Merger & Acquisition Analysis & Implementation
  • Pre-Merger Due Diligence
    • Operation / Service Management Effectiveness Audit
    • Customer-base Stability Assessment

    • Validation of Potential Operational Synergies

  • Post-Merger Integration
    • Operations Strategy & Support Model Development
    • Integration of Organizations, Facilities, and Systems

    • Measurement Against Anticipated Synergy Gains

• Customized Consulting Programs

To discuss your particular situation and needs, contact us.