Transcript Logical Phased Approach Phase 1 Baseline Assessment Solver Survey – Design & implement simple NP two-question survey with robust segmentation High Level Results Analysis – Online Results Reporting –

Logical Phased Approach
Phase 1
Baseline Assessment
Solver Survey
– Design & implement simple NP
two-question survey with robust
segmentation
High Level Results Analysis
– Online Results Reporting
– Summary Results Analysis
Presentation
Preparation for Phase 2
– Determine Measurement
Candidates for Relationship
Drivers
– Develop Program Roadmap
Phase 2
In-Depth Assessment
Relationship Driver Survey
– Design & implement in-depth
NP survey with robust
segmentation
– Collect Competitive
Benchmarking Data
Operationalizing Insight
– Distributing data to levels of
business (sales / service / web)
– Account Management Strategy
– Action Planning
Detailed Results Analysis
– Online Results Reporting
– Financial Results (FIRE)
Linkage
– Detailed Results Analysis
Presentation
Preparation for Phase 3
– Determine REM Service Survey
Measurement Candidates
– Program Review
Phase 3
Transaction Assessment
REM Service Survey(s)
– Design & implement ongoing
transaction based survey for key
customer touchpoint(s)
Transaction Results Analysis
– Online Results Reporting
– Transaction – Relationship
Integrated Analysis
– Detailed Results Analysis
Presentation
Operational Linkage Metrics
– Aligned Internal Measures (AIM)
Analysis
– Identification of SPI Levels for
Objective Setting
Ongoing Program Support
– Review Program Cycle
– Next Steps Program Review