Deliverables

Customer Touchpoint Analysis

NewDiligence identifies all the persons and departments in your company that collect prospect and customer information

• Touchpoint mapping: We examine every customer touchpoint, determining if and how customer information is created and stored. We delineate the actual rules governing its collection
• Data dictionaries: We enumerate all the types of information that you collect and store about your prospects and customers
• Analysis: we assess your customer information procedures, paying special attention to its value, present and future use and its distribution inside the company. We focus on opportunities to leverage customer data in meaningful ways, particularly for forward-looking business metrics.

Key deliverable: a Customer Touchpoint Analysis of how you and your customers interact, and what you know about those transactions. It includes recommendations for improving your data collection and identification of areas where you are "leaving data on the table".

Standardized Customer Lists

NewDiligence collects all customer data—from spreadsheets, text files, SQL databases--and produce a master file, with mappings back to each original source.

• Clean lists: we standardize personal names, company names, telephone area codes and formats, addresses and geography, and other fields
• Merge/purge: we deduplicate the persons lists (e.g., determining that "John Smith", "John K. Smith" and "Mr. J. Smith" all have the same phone, address and work location)
• We unitize the file, by assigning persons to companies (e.g., determining that "H Packard", "hp.com" and "Hewlett Packard" are the same corporate entity)
• We return the lists to you as text files, for inclusion in whatever programs you use, along with a set of rules and suggestions for standardization of data entry procedures across departments.

Key deliverable: an updated and clean Standardized Customer List including suggestions for standardization of data entry procedures across departments.

Customer Satisfaction Report

We survey your customers, using a standardized questionnaire to explore customer satisfaction, purchase intent and word-of-mouth buzz. The key drivers of satisfaction and purchase are derived from customer ratings of your company’s performance in four critical areas: sales, product installation, product performance and customer service.

Key deliverable: Quadrant Analysis that shows areas of high and low company performance and their impact on customer satisfaction, sales and word-of-mouth.

Gap Analysis

We interview the key executives, senior management and other important company personnel to explore the inside view of your company’s performance. We collect information about how you see the world, including your assessment of customer needs and the value proposition that the company delivers.

Key deliverable: a Gap Analysis, detailing the extent of intra-company agreement on the value proposition and on the quality of service delivery to customers

Recommendations

Based on the key findings, the data analysis, and the interviews with company personnel and your customers, we make a series of practical and strategic recommendations.

Key deliverable: an Action Plan, listing recommended next steps in resource allocation, company and product positioning, sales, marketing and product development.