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CRM Compass Toolkit: Customer Insight and Voice of the Customer E-mail

For the last 20 years, customer service advocates have helped us to understand that when customers interact with us, we need to listen. Listening, however, is not enough. Hearing and taking what has been heard back into the organization and turning that information into actionable knowledge is what is at stake.

Voice of the customer and the customer insight work that Chrysalis Marketing offers for your organization is a specialized use of research. We use a combination of qualitative and quantitative approaches, along with mapping and influencing your firm’s touch points with customers plus customized employee training. Understanding and making the best use of customer knowledge, needs, values, and loyalty drivers keep your customer relationship management efforts on target, timely, and productive. 

Develop your customer insight capabilities through:

- Exploratory Research to profile best customers, understand in-depth issues, map out purchasing processes and buying behaviors, provide foundational customer research

- Quantitative Research to build overall understanding of the customer base, benchmark loyalty, develop actionable segmentation, determine share of wallet and other competitive and opportunity metrics

- Voice of the Customer workshops to understand key concerns, values ,and brand positioning; craft customized messaging; and select relevant media and channels for future messaging

- Mapping the Customer Touch Points of your organization to focus on all of your customer-facing contact points and manage their effectiveness in supporting CRM

- Customer Feedback Processes to integrate traditional and non-traditional sources of customer data and feedback into every area of the organization, evaluate the information, and build it into current and future operations and initiatives 

-  Customized Training to give management teams, work groups, and channel partners the knowledge and and skills to effectively leverage customer insight into daily operations, e.g. segmentation application training for contact center personnel.

Knowledge is power.  Put customer insight and feedback to work for you, every day and at every level of your organization.

More Info

CRM Management

Customer Relationship Management.
Customer relationship management (CRM) is
a business strategy achieved through a customer-
based and customer-focused alignment of people,
processes, and data.  Our compass is set directionally
along a roadmap guaranteed to build loyalty and
across the value chain with the right
core customers.

A Proven System

Chrysalis Marketing Provides a Proven Roadmap.
We guide your business to success in understanding
and using CRM to its fullest potential.  Whether you
are looking for incremental improvements in your
customer relationships or a comprehensive CRM
program, we are here to help you meet your
business goals.