One of the most important sources of business intelligence is your own customers. At Bsquared we want to understand the challenges we face and how we can best support our clients - we use the Customer Review process (CRp®) to do this.
We are pleased to report that the results of the most recent programme reveals that confidence in Bsquared remains high with our clients seeing our strengths as:
Moving towards 'Trusted Advisor' level
Moving to ‘Trusted Advisor’ on the 'transformational staircase’ means that our clients now see us contributing at a strategic level to their customer engagement. The downside, if there is one, of working at this level and having such a high confidence score is that expectations rise as the relationship gets better and naturally get harder to satisfy. Not a bad challenge to have though.
We recognise that our clients sometimes struggle to drive action and to realise the benefit from their investment in customer engagement. They turn to us more and more for support to help achieve this which presents us with a difficult balance between interfering and helping. Specifically, we have been asked to "hold their feet to the fire" a bit more and be proactive in chasing progress to help keep them on track and maintain pace.
Providing more innovative solutions
The results from this programme have been gathered during a challenging trading period. Companies continue to face ever-changing and dynamic business environments. The differing needs of our clients require a broad range of offerings and innovative solutions. We recognise this and have invested in developing new services in response to those requirements:
How to get the best out of a programme
Bsquared can help set the framework, gather the information, expose issues and bring clarity to the insight gained. It is then up to the business itself to take action. Some companies find this easier than others but a successful programme generally has these characteristics:
We see these as key to a successful customer engagement measurement programme and will always support our clients to ensure that these are in place before a programme starts.