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Guidance and Advisory Services by
Subject
Matter Experts
Our subject matter experts work in partnership
with small and large companies to help them use the center’s
findings and knowledge to fulfill customers better than their
competitors. We provide guidance and advisory services in a wide
range of areas that are the required facets of a best
practice "Customers as People" company. Sample areas of expertise
are:
- Branding
- CRM
- Information and Technology
- Communications – customer and employee
- Employee programs, including training and
recognition
- Measurement systems, including performance
management
- Customer tracking and reporting
- Complaint handling
- Customer interaction processes
- Customer interfacing technologies
We work individually with each client to
identify:
- Their particular goal - what they want to
achieve
- Their need – the specific areas in which
they require external advice
- Their preferred way of working e.g. in
person, electronically
- Their timelines
Our guidance and advisory services are designed
to meet the needs of our clients. For one situation, access to
phone and email support is all that is needed or desired. In
another, a full project plan covering multiple months is required.
For medium and large needs, our general process is:
- Jointly develop the project plan
- Collect all relevant data including a
current state assessment
- Identify the desired future state
- Determine immediate, short and long terms
action steps that will enable the move from current state to
future state
- Jointly determine ongoing support needs
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