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Customer Experience Measurement

A first step toward managing the total customer experience is to understand all interaction points (touch points) and their signals are key to managing the customer’s cumulative experiences during their relationship with the firm. The TCeM system solution offers firms the crucial insights to the customer’s journey — from the point of expectation building through interaction stage (the phase of actual experience with a firm’s services or product) to the final point of reflections.

Promotional Offer 1.12.2008 – 31.1.2009: Get Total Customer Experience Management (TCeM) Solution for Free with any Intres Tool Professional license!

Now you can get Customer Experience web service, including Development of Customer Care Model & Customer Experience Measurement, for the price of Intres Tool Pro license!

Save the price of the TCeM data package - 1499 €!

Order Intres Tool Pro with TCeM promotional offer

The Total Customer Experience Management Solution running on Intres Tool Enterprise Edition handles both external and internal business intelligence: you can get to know the customer’s experiences but also connect the customer with his transactional data via CRM connectivity. Combining of internal and external business intelligence helps you to make decisions based on solid evidence:

  • You will learn how the customer experience will show off in transactional data in the long run.
  • You will gain undisputable facts about the effects of experiences to business profitableness.
  • You learn to set the targeted level of customer experience for each brand (according to the brand promise).
  • You will find out what is the optimal level of customer experience to gain targeted combination of market share and profitableness.

TCeM system solution makes it possible for firms to create detailed customer profiles, map & track and view the whole customer experience life cycle, and to draw conclusions on the whole picture. By combining the benefits of TCeM Knowledge Base and Contact information precise profiling you can view the total customer experience history very extensively and get comprehensive

Regular pricing: TCeM Data Package 1499 € + Intres Tool Pro license, starting from 49 € / month.

 

TCeM contents structure:

1. Internal Review: Development of Customer Care Model
 
   1.1 Current Customer Service Strategies Review
      1.1.1 Organizational knowledge of customers experience touch points
      1.1.2 Service intelligence practices
      1.1.3 Measuring the organization's reputation
      1.1.4 Service strategy
      1.1.5 Service culture
      1.1.6 Using the feedback
      1.1.7 Thanking the customers
      1.1.8 Other open feedback
   1.2 Corporate employee strategy in customer service
      1.2.1 Empowering the employees
      1.2.2 Training and education
      1.2.3 Internal service
      1.2.4 Motivating the employees
         1.2.4.1 Current motivation
         1.2.4.2 Organization's role
         1.2.4.3 Rewarding
      1.2.5 Evaluating and development of employee welfare
      1.2.6 Other open feedback
   1.3 Review of organization's customer knowledge
      1.3.1 Demographic knowledge
      1.3.2 Application of demographic information
      1.3.3 Knowledge of customer views and opinions
      1.3.4 Purchase motives
      1.3.5 Customer loyalty
      1.3.6 New sales opportunities
      1.3.7 Other open feedback
 
2. External review: Measurement of Customer Experience
 
   2.1 Seeking information
      2.1.1 Medium
      2.1.2 Rating the marketing message
      2.1.3 Easyness of receiving information
      2.1.4 Meeting the customer needs
      2.1.5 After the information
      2.1.6 General experience
      2.1.7 Other open feedback
   2.2 Price, discounts and payment
      2.2.1 Price
      2.2.2 Discounts
      2.2.3 Payment methods
      2.2.4 Other open feedback
   2.3 Purchasing experience
      2.3.1 Recognizing the customer needs
      2.3.2 Company staff
      2.3.3 Packaging and display
      2.3.4 Available choices
      2.3.5 Personal fit
      2.3.6 Overall attractiveness of product/service
      2.3.7 Payment
      2.3.8 Shipment
      2.3.9 Other open feedback
   2.4 Post-Purchase experience
      2.4.1 Meeting the expectations
      2.4.2 Installation and setup
      2.4.3 Usability
      2.4.4 Support
      2.4.5 Guarantee
      2.4.6 Repairs
      2.4.7 Recycling
      2.4.8 Customer Complaints
      2.4.9 General posti-purchase experience
      2.4.10 Other open feedback

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