CRQ™ is a World-leading B2B-specific Voice of the Customer methodology to understand and manage long-term customer relationship quality and thereby improve sales and account management effectiveness.
The model upon which it is based (illustrated) covers all the critical drivers of B2B relationships, recognising that such relationships are complex, multi-layered and time-bound.
CRQ™ is an annual census of all broker-side customer contacts and stakeholders of the business.
It is administered via an easy-to-complete, engaging online survey that quickly gets to the heart of what is and isn’t working well in the relationship from that individual’s perspective. It acts as an early-warning system to identify potential customer or account defections before they actually happen.
High completion rates allow for sufficient granularity of feedback to individual client and account manager level.