Are your customer relationships strong enough to support your market strategy? Do your customers really view you as a partner?
Business success today is based on building long-term partnerships with your customers. Hence the current business focus on customer satisfaction, customer loyalty and customer relationship management. Recognising the importance of customer relationships is not enough.
It is critical to actually measure the strength of these relationships, particularly when implementing market strategies.
That’s why, at Mercuri International, we provide an accurate measurement tool for obtaining critical, real time information about the quality of your customer relationships.
How MI-CARE™ works
At Mercuri International, we have extensive experience in planning and implementing MI-CARE™, which guarantees reliable project management as well as optimum results in terms of the quality and quantity of response. Each survey is tailored to suit the size and nature of your organisation, and provides an easy process for selecting the questions and collecting the answers.
The survey can be conducted over the Internet, via e-mail, or in the form of printed paper questionnaires. After the survey has been conducted, the resulting data is arranged in an easy-to-understand report. Customer information is displayed in straightforward graphic charts so that areas of strength and weakness are easy for top management to identify and measure. Customers’ views on what is good or bad become quickly apparent. Based on this information, tangible suggestions are made for implementation.
The MI-CARE™ Customer Survey examines issues such as:
- How is your company perceived by your customer – as supplier or partner?
- How well do your people understand the customer’s value chain?
- Do your staff have contact with all the right people and is this contact frequent enough?
- Is your customer relationship management appropriate to the needs of your customer?
- How well do you support your customers in achieving their market objectives?
- What could be improved to make the whole organisation more customer-oriented?
- What are the possible obstacles to success?
Turning knowledge into market results
MI-CARE™ gives your company the power to turn knowledge into market results by gearing up the organisation to bring about change. It gives clear and tangible recommendations concerning what, why, how and in what order to take actions. Implementation of change is the guiding principle behind every part of the survey, with the questions and information-gathering process set up to point to the necessary areas for improvement.
This makes it easy for top management to take the right measures in order to improve customer relationships.