“eBECS is proud to have won a number of industry awards, and this is testimony to the fact that our customers know we always have their best interests at heart. In this highly competitive market, we recognise that our clients must regularly take stock of their customer relationships and run a health-check. Therefore, engaging Customer Attuned to help eBECS achieve this was a logical choice.”
Stephen Wilson – Marketing Director
Being the leading Microsoft Dynamics reseller in the UK and in Europe for the manufacturing, distribution, oil & gas and general heavy industry sectors, eBECS wanted to review the way they managed key clients, improve relations and maximize sales.
Operating in a highly literate information technology community with high customer service and customer experience expectations, they wanted the Customer Attuned Assessment to focus on two key areas:
- Customer Management & Development of Existing Customers
- New Revenue & Annuity Stream Development
We interviewed a cross-section of staff to gather data for the assessment, with seniority ranging from the Board to the front line. The report draws on established methodology to analyse HOW eBECS could make better use of their people and processes to serve their customers needs.
What to look for
The interviews are aligned to key areas from the Customer Attuned Assessment Model that concentrates on:
- Performance tracking
The information gathered from the interviews was applied to the CAA Benchmarking Tool that analyses how the company:
- Operates in and develops your market
- Manages account relationships
- Organises resources and operations
Discoveries & Hidden Gems
A real highlight of the assessment was eBECS’ passion, their customer focus and leadership. They embraced growth driven change and a key strength was their customer strategy and marketing driven lead generation.
Turning insight into action plans
Using the data to score against “Customer Management & Development of Existing Customers” and “New Revenue & Annuity Stream Development’, we were able to develop clear and actionable plans focusing on:
- Delivery and action of customer expectations Vs experience gaps
- Customer Value Development
- Customer development and acquisition
- Organisation design implementation
- Customer retention and customer loyalty plans
- Customer journey “The eBECS way of working”