Increase customer satisfaction and customer loyalty

In a nutshell we audit relationships to increase customer satisfaction and customer loyalty. We talk to your key clients or customers and in face to face interviews we ask them what they want from their ideal supplier. We then ask them how well you are performing against their needs.

This identifies the gap between what your clients or customers want and what you are giving them.

• If the gap is positive it means you are meeting or exceeding their needs, which helps create customer loyalty.
• If the gap is negative it means you are not meeting their needs, which means they could defect to the competitor if a better offer presented itself. It also identifies where you must focus to retain that customer.

We ask how your company can improve so you can address negative gaps.

Using us your client or customers feel included and more willing to talk to you about how to address issues, which enhances customer satisfaction and customer loyalty.

This feeling of inclusion is excellent for customer relationships and customer relationship management.

We also do a competitor analysis and determine the validity of your competitive advantages, as well as your strength and weaknesses.

Our target market

Customer Relationship Auditing has found its niche with companies that have:

• Business-to-Business relationships with their customers;
• Significant revenue from their top 5% customers;
• Continuous revenue streams from customers as opposed to revenue generated from ad-hoc purchases;
• Significant competition in the marketplace for the same customers
• Their customers are identifiable and reachable if the mass market.

Customer Experience Auditing has found its niche with companies that have:

• Business-to-business relationships or business-to-consumer relationships with their customers
• Where you have your customer's email address
• Where you want to measure service levels and do comparisons

Our customer relationship and customer experience theory bases

We have combined methodologies from top CRM thinkers to give our clients solutions that identify potential defectors and unearth the reasons why our client is “failing” them, thus giving our client a means of rescuing the relationship and enhancing their customer's loyalty.

The methodologies are based on the theory bases developed by American CRM gurus Parasuraman, Zeithaml, and Berry, Fred Reichheld (famous author of “The Loyalty Effect: The Hidden Force Behind Growth, Profits, & Lasting Value" and the concept of The Ultimate Question) as well as Malcolm McDonald from Cranfield School of Management in the United Kingdom.

Franchise opportunities

Our model is to not only offer our services to local companies, but to also offer our services out as a franchise. We keep the data processing and report generation in-house to guarantee excellent quality. This also reduces our franchisee's workload as we do all the processing. Currently we have three franchises signed up and work closely with a couple of market research companies who offer our services.

Customer Relationship Auditing has opened a franchise in Dallas , Texas and hopes to be opening in other cities in the United States soon – Denver, Colorado is next on our list.

We are expanding into other countries as well, Australia and Sudan will be up and running by the end of the year.

 

Customer Relationship Auditing is a member of SAMRA (South African Market Research Association).