Helping Companies Around the Globe

Clients trust us with their customer, employee, and partner relationship problems. Evaluating the health of your business relationships, or the journey that connects you, or the technology that helps you deliver great experiences… our methodology leverages digital and traditional interview techniques for business needs assessments in all these areas.

We start with a winning hypothesis based on our research and benchmark, followed by a technology-assisted business assessment to help identify solutions from the first day of the engagement. Learn more about what we are doing for our global clients.

Challenge:
Maryland-based technology company. The world’s first and leading provider of cloud-based association management software. While the company has a great product and high customer service reviews, it did not have a common approach to building and maintaining customer relationships. As a result, internal organizations lacked a common training, methodology, and processes for measuring customer success.

Solution:
Having all the organizational leadership together was important. We began with a two-day workshop discussing the seven elements of successful business relationships and aligned them with how each organization won and supported customers. We used our digital collaboration tool and our business modeling canvas to document feedback. The workshop also allowed each organization to discuss common challenges and success. We used the insight and outcome of our candid discussions to create a common plan for serving customers and measuring success within the seven relationship elements of customer expectation management, engagement, personalization, responsibility, accountability, transparency, and experience.

Results:
The client has reported increased efficiency in giving customers more functionality and accessibility. Customer service scores increased. More importantly, internal collaboration has improved. Client reports that they use the seven relationship elements as a checklist to evaluate if they are giving internal and external customers what they need to maintain genuine business relationships.

Challenge:
This Fortune Global 500 pharmaceutical company also provides health information technology, medical supplies, and care management tools. While the company has been recognized for its diversity, it had difficulty recruiting talent consistently for certain roles and pay grades and diversity groups.

Solution:
Using the seven elements methodology as a starting point, we conducted a series of assessments to compare the company’s recruitment practices with the cultural needs of applicants. Several inconsistencies were identified which were turning away talent and causing unnecessary spending in community outreach and job fairs. We also identified misalignment in regional recruitment focus and employee culture.

Results:
The client has re-targeted significant investments in talent acquisition to better support the specific needs of applicants. Education about company values have increased effort on candidates that align with culture has helped recruiters better understand national culture needs and recruit better candidates. In the process, the company is also aligning more consistently with internal affinity groups and identifying deficiencies in organizational culture alignment and employee engagement.

Challenge:
This Telecom Services company wanted to improve the customer experience for its clients by aligning their technology with the behavior it helps improve. The company has been an agent services technology provider and identified the need to support the customer experience and Net Promoter Score efforts of their clients.

Solution:
Working with the PMO office, product development, marketing, and consulting services organizations we helped design a new approach that helped the company identify client needs in seven specific areas. We designed a methodology that directly mapped functionality, accessibility, and enjoyment through digital transformation and technology alignment. This approach was transformational and realigned internal thinking from transactional and technology-focused to customer experience-centric.

Results:
The client re-organized sales, marketing, and support efforts to align with our methodology. They plan to launch a new professional services practice that puts customer needs first, while effectively incorporating technology to accelerate value creation.

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Books

Books about the Technology and Psychology of building business relationships…

Serious Relationships: The 7 Elements of Successful Business Relationships (2017)
A candid examination of how we manage customers, employees, and business partner (channels / VARs / ISVs) relationships. It asks leaders: What would happen if you managed your business relationships with the same care and attention as other “serious” relationships in your life? How would it impact all your relationships across your business? How would collaboration in all these areas change the way you deliver your value proposition? A broad exploration of relationship expectation, engagement, relevance, service, transparency and experience across all your business efforts. Buy from Amazon

Want to have JC speak at your event? Visit his speaker profile here for details.


Speaking Frankly About Customer Relationship Management:
Why Customer Relationship Management Is Still Alive and Vital to Your Company’s Customer Strategy.

An indispensable resource for implementing customer strategies that lead to measurable experiences. The book proposes that customer relationship management (CRM) is still (and more than ever) an essential component of how you win and keep the right customers. A return to strategic thinking about how CRM initiatives and technology require honest conversations about ten important elements that lead to collaboration. Get It From Amazon

Want to have JC speak at your event? Visit his speaker profile here for details.

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