Customer Centricity Announces First Annual Customer Support and Service Delivery Benchmark Study

Helps Companies Gauge Customer Perceptions and Identify Issues Before They Result In Lost Customers

Hudson, New Hampshire, May 15, 2004: Customer Centricity, Inc. announced its first annual Customer Support and Service Delivery Benchmark Study.  The comprehensive study will cover a variety of topics critical to the success of customer-focused support and management functions within organizations.

"We are often asked by our clients for some level of market measure of performance for customer support and service delivery so that they can better evaluate their own performance," said Customer Centricity president and founder, Craig Bailey.  "Without this information, companies are left setting performance objectives that are not in line with market expectations, putting them at a competitive disadvantage.  The purpose of this study is to provide an ongoing view of these factors to help not only provide a snapshot of the current state of customer support, but also help identify trends year-over-year." 

The study will be conducted over the next six weeks and participants will receive a complimentary copy of the executive summary of the findings.  More information about the benchmark study and how to participate can be found at the company's web site, www.customercentricity.biz.

About Customer Centricity, Inc.

Customer Centricity, Inc., is a business consulting firm that works with companies to align their resources to exceed customer expectations in the most efficient and effective manner possible. We leverage our real-world experience to help our clients continuously improve their service delivery and management capabilities to:

• Increase profitability

• Improve customer satisfaction and retention

• Increase operational efficiencies

• Improve employee satisfaction

Customer Centricity optimizes the interaction between people, process and technology in several ways:

• Comprehensive assessment methodology to identify the actions that will yield our clients the greatest return

• Skills Training to enable customer-facing personnel to deliver exceptional levels of customer service

• Design and Implementation of business processes to serve the customer and manage corporate resources in efficient, effective and consistent manners

• Identification of the appropriate business processes to automate, enabling companies to get the most from their investments in technology

Customer Centricity’s approach is to work closely with our clients to help them understand what they are doing right, and their opportunities for improvement. We provide pragmatic recommendations that provide immediate benefits, and we drive continuous improvement programs to help our clients realize significant return on investment in a very short period of time (measured in weeks, not months or years).  To learn more about Customer Centricity, call 603/491-7948 or visit our web-site, www.customercentricity.biz

Note: “CRM Rx” and “Customer Service Rx” are service marks of Customer Centricity, Inc.