How We Help

We specialize in optimizing the selling, buying & servicing environment for customers so they buy, then buy again, and tell others to do the same.

Our research reveals that there are two distinct environments to maximizing an organization's revenue generation:

1. Optimizing an organization's selling environment (productivity)
2. Optimizing the customer's buying (& servicing) environment

While both environment are critical, the two environments are mistakenly addressed as one competency.  Optimizing an organization's selling productivity without optimizing the customer's buying environment results is short-lived revenue growth with little or no annuity effect on future revenue.

By applying and sharing the Center’s global research findings – particularly that 70% of a customer's buying decision depends on how they were treated – CIBC helps organizations differentiate themselves from their competitors by optimizing the selling, buying (& servicing) environment for customers. 

More specifically, our research shows that there is more impact to optimize buying environments for customers as people rather than just the consumer elements of interactions.

• We use multiple tools and disciplines to assist organizations in elevating the degree to which they treat customers as people according to their needs, their requests, and their degree of customer orientation, i.e. High-Order CRM  (^SM). This assistance is in 4 major categories:

1. Coaching
2. Workshops
3. Assessments
4. Research

• Organizations use one, all or a combination of our capabilities as best suits their individual needs.

• How we help can range from:

1. Sharing of research findings in one-on-one or small group situations

2. A motivational talk with an intact work group

3. Conducting an intensive best practice benchmarking assessment, participating in the resulting strategic and tactical action plans and providing implementation support.