There’s decades of evidence, research, literature, and experiences from our own lives which tells us that companies that understand and deliver on customer satisfaction have better outcomes1 than those that do not.
You need happy customers that want to buy or use your company’s products.
Let’s review how to build customer satisfaction into your company’s processes from the beginning.
When your company plans new services or products, there are assumptions that the needs and wants of your customers will be addressed by what your company develops.
In this stage, your company sets business objectives and decides on performance indicators, many of which relate to customer satisfaction. The system that is used to capture objectives and performance indicators is your company’s Quality Management System (QMS).
A product or service is then created by establishing processes to buy material, manufacture, test, ship, and improve. The system that is used at this stage is your company’s QMS.
In a B2B company, sales captures customer expectations in your company’s Customer Relationship Management (CRM) system.
If this sounds familiar, your company may not be operating as effectively as possible.
What do we mean?
With separate CRM and eQMS, data about customer commitments is accessible to sales but not to other stakeholders. It’s expensive, often laborious and slow, to obtain information from your CRM. Customer expectations can get missed, leading to complaints or loss of a customer.
With connected CRM and eQMS, data about customer commitments is accessible to other stakeholders. After investing in mapping between systems and an integration, it’s possible for customer expectations to be shared with other stakeholders. This approach helps your company respond to customer complaints, and is an improvement over separate systems and data.
With CRM and eQMS on the same business platform, customer expectation information flows freely from sales to other stakeholders before commitments are made. Your company prevents misalignment between expectations and your solutions by planning how to deliver to customer expectations. Sales better manages the customer relationship by accessing issues and risks in the CRM, that originated in the QMS. This is a truly customer-centric approach to planning satisfaction across your company.
Whether your company has one or 10,000 customers, understanding and delivering to expectations is key to satisfaction.
With Origami eQMS + CRM platform, your company builds customer satisfaction into your processes so you can retain and grow customer relationships. Reduce the costs and impacts of dissatisfied customers with our out of the box solution.
Reference 1: 50 Stats that Prove the Value of Customer Experience, Forbes, 2019. https://www.forbes.com/sites/blakemorgan/2019/09/24/50-stats-that-prove-the-value-of-customer-experience/