CRQ™ is a World-leading B2B-specific Voice of the Customer methodology to understand, manage and improve long-term customer relationship quality.
Most well-run organisations conduct annual customer surveys. Traditionally, these customer surveys were based on the measurement of satisfaction. Unfortunately, satisfaction is only a partial predictor of a long-term commercially valuable B2B relationship.
We take a different approach. Satisfaction has its place as a customer metric but our Customer Relationship Quality (CRQ™) assessments are based on the fact – academically proven – that long-term business relationships are built upon a combination of Trust between customer and supplier, and a strong Commitment from both parties to make that partnership work.
These three elements – Trust, Commitment (which includes NPS) and Satisfaction – determine the quality of any business relationship but are driven by your clients’ perception of your Solution and Experience, which in turn depend on the quality of the Service you provide.
If you want to understand the entirety of the business relationship at any key account, or across your entire customer base, you need to measure and monitor all six elements.
That is what we do.
At the heart of our Customer Relationship Quality (CRQ™) offering is an account segmentation approach that helps you do exactly that.
We can identify your most loyal accounts – the Ambassadors and Rationals. We can also highlight the specific issues that may be driving your Ambivalents, Stalkers and Opponents to think about moving their business elsewhere when that contract does come up for renewal.
We also offer a similar service to evaluate the quality of your Employee Relationships. To find out more go the Employee Relationship Quality (ERQTM) page on this site.
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Our Services help you maximise value, optimise satisfaction and minimise account attrition: