The NewDiligence team meets with the key contacts from your company to review a comprehensive engagement plan and identify roles and responsibilities on each side. More...
Key stakeholders from marketing, sales, customer service and product or service related departments in your company meet with NewDiligence to establish mutual roles and responsibilities during the engagement.
The key agenda items are:
Review privacy policies and confidentiality requirements
Agree on project timelines, including major milestones for each phase of the engagement
Discuss roles and responsibilities
Distribute relevant documents and text, including memos about the engagement for internal use, alert emails, questionnaires and interview forms.
One person from your company will act as the key contact over the course of the engagement.
Lists from all the departments that interact with prospects, customers, buyers, endusers or other contacts are sent to NewDiligence. These customer information files are typically sourced from marketing, sales, product development, customer service and finance. More...
NewDiligence converts all the customer lists to text, and begins a process of cleaning, merge/purge and unitization:
Clean the lists: all the files are systematically parsed for missing characters (John Smith vs. John Q. Smith;), capitalization (john smith; John Smith); leading or trailing spaces; misplaced characters (john Smi9th); incorrect field assignments. Data scrubbing insures that telephone numbers have only numbers and that names have only letters. All addresses and geography are standardized (e.g. CA from Ca, Cal, Calif and California).
Merge/purge: Duplicate entries are removed on a list by list basis. Multiple telephone numbers, email addresses or physical locations per person or company, are attached to single records (so that you know all the ways to contact John Smith)
Unitize: all personal names, divisions and departments are mapped to standardized company names (H Packard, Hewlett Packard, HP and hp.com)
NewDiligence examines every instance where company personnel or processes interact with customers. We identify the reasons for the contact and list the data that are generated, collected and stored. Analysis of these contact points provides rich information about your customer relationships. It also yields insights into opportunities to improve or enhance your customer touchpoint interactions and data collection procedures.
NewDiligence invites a representative sample of your customers to complete an online survey. The questionnaire asks your customers about overall satisfaction, their intent to purchase or repurchase your products and their willingness to recommend your company to colleagues. More...
In addition to overall satisfaction, customers also provide ratings of their satisfaction with the sales process, product installation, product performance, and customer service. For each of these, company performance and service delivery are assessed on measures specific to the topic.
For example, the performance quality of a server-based product might be determined by satisfaction with a variety of attributes such as these:
Product performance
Product architecture and design
Reliability and uptime
Products' capacity to scale to fit your company's needs
Daily maintenance requirements (difficult/easy to use)
Product value (price-performance ratio)
Reports and reporting tools
The survey data is used to identify specific performance areas in your company that require the most immediate attention as well as opportunities to enhance customer satisfaction, retention and sales.
NewDiligence interviews executives and senior managers to understand how the company views its customer relationships. By comparing "inside-the-company" views with customer attitudes, service delivery gaps can be identified. More...
The differences between "inside-the-company" views and customer views are critically important. Gaps between customer expectations and your company’s knowledge of those wants may lead to product and service delivery problems. These disconnects can be a root cause of customer dissatisfaction.
That's why understanding these gaps is essential if your company wants to regularly and consistently fulfill customer service expectations. This analysis may also uncover new opportunities to improve your customer relationships by addressing latent customer needs or service wishes that lie above and beyond their standard expectations.
NewDiligence conducts a comprehensive analysis of all data collected during the engagement and delivers its findings as a series of easy-to-use, actionable documents and reports. More...
New Diligence’s customer diagnostics service is a comprehensive asset of actionable deliverables that includes:
Executive Summary-contains the key findings and main recommendations.
Customer Touchpoint Analysis-a report on how you collect, track, store and use customer data including recommendations on improving the process
Standardized Customer Lists-unduplicated, cleaned of bad data, unitized by company
Customer Satisfaction Report-a survey-based assessment of customer satisfaction with your company, emphasizing the critical area that requires focus
Gap Analysis-analysis of how customer views and "inside-the-company" views diverge
Action Plan-recommendations and next steps that your company can take to fix the problems identified by the engagement and to take full advantage of the available opportunities
We also provide a complete set of detailed tables, cross-tabulations, and customer verbatims- both on paper and electronically. Survey materials, data files and a complete methodology are also included, permitting our clients to easily replicate the research when they so choose.
As your company grows, it becomes increasingly important--and increasingly difficult--to align executives and senior management with the true concerns of customers. As rapidly expanding companies focus more of their attention on internal issues, executives and senior managers have less time for personal contact with customers. It is all too easy for a company to become product-rather than customer-centric. The result is that customers are viewed from inside the company in a way that diverges sharply from their actual needs and wants. More...
The Customer Diagnostic service helps align executives and senior management with the true concerns of customers. NewDiligence provides a detailed list of practical and strategic recommendations that help your company allocate its resources correctly and efficiently.
NewDiligence provides fast, actionable and effective data-driven recommendations for:
Customer Data Management: strategies for improving and leveraging your customer information
• Resource Allocation: recommendations for allocating budgets and staff in areas such as marketing, sales, product development or customer service
Branding & Positioning: Quadrant Analysis identifies areas of concern (where your performance is lagging) and opportunities to strengthen and grow your brand
