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1. Reviewing Your Measurement System
Are you still measuring the right thing?
In competitive market situations, customer needs can change rapidly.
This paper looks at some ways that can be used to ensure that measurement
systems used to track customer opinion are kept relevant.
2. Driving Your Business with Customer Satisfaction
Measurements
From 1989 to 1992, Rodger Gallagher led a project which
implemented a new form of customer opinion research for Telecom
New Zealand. This new approach based on the work of Ray Kordupleski
and West Vogel at AT&T, later became known as customer value
research. This paper looks at aspects of the implementation project,
focussing on the recent event type surveys and how managers used
the information to improve customer service and reduce costs.
3. The Role of Innovation in Establishing a Customer
Service Operation for Maximum Customer and Business Benefit
Telecom New Zealand field technicians now use portable computers
linked with mobile phones to access a computer system and a centralised
call reception centre. This allows the field technicians to directly
receive work to fix faults, then manage the clearance of the faults.
The paper covers the project that implemented this innovative way
of running a customer service operation. It shows how Information
Technology can be used as a trigger for innovative business process
design. Taking very much a 'lessons learned' approach, it covers
both the way things were done and how things could have been done
better.
4. Not Possible
This paper describes the practical application of Customer
Satisfaction surveys in the management of change while substantially
improving customer satisfaction in the face of reducing staff numbers.
5. Process
Flow Diagramming
By West Vogel of Vogel and Vogel Inc.
An interactive guide to getting started with the mapping of existing
business processes.
6. Forget the Value of the Customer to you! What is Your Value to the Customer?
By Colin Bates of Customer Champions.
Shows how to maximise the value of customer feedback to exploit
investements made in CRM systems.
7. News viewers not switching to TV3
- CVM/DigiPoll research shows why.
Since the launch of TV3, it has struggled to win News viewers away
from TV1. A new research value added approach, called The CVM/DigiPoll
TV News survey, developed by companies Customer Value Management
and DigiPoll has produced information that shows why TV News viewers
aren't switching from TV1 to TV3.
8. Vodafone
calling quality
Presentation to The Market Research Society of New Zealand July
2000 by Melody McGinley - Vodafone NZ Ltd
and Rodger Gallagher, Deborah Hill & Owen Mayall - CVM Partners
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