Customer Satisfaction Management

Form Tighter Bonds With Customers:

Know how to replenish your customers' inventory.
Know what's on your customers' shopping lists, and what's going to be on them.
Know how customers perceive their needs. Often, it's not what you think.
Know what they've bought from other vendors, and how you stack up.
Reduce your costs via demand forecasting and tight customer integration.
Become your customers' long-term supplier.
Attract new customers and larger orders.

A customer's shopping list is their future shopping cart. It predicts what they will buy. You can get this prediction for tomorrow, next week, or next month, for example.

How can you differentiate between your satisfied customers and your loyal customers? Here are eight ways. They are equally relevant to your external customers as they are to your internal employee customers.

1.Pricing. You negotiate prices with satisfied customers. You negotiate costs with loyal customers.
2.Payment. Satisfied customer pay at their discretion. Loyal customers pay on time.
3.Referrals. Satisfied customers become referrals of your competitors. Loyal customers willingly provide referrals to you.
4.Turnover. Generally, you will experience turnover rates of 15% or higher of satisfied customers. The turnover rate of loyal customers will be less than 5% and will be for reasons out of your control.
5.Competitive data. Your satisfied customers are seeking competitive data. Your loyal customers are sharing competitive data.
6.Perception. Satisfied customers perceive you as a commodity provider. Loyal customers perceive you as a partner.
7.Contract. You will need a contract to keep many satisfied customers in place. You have a virtual lifetime contract with your loyal customers.
8.Difficult times. Satisfied customers will leave you. Loyal customers will stay by your side.

When Defect Tracking and Customer Support are integrated, companies find:

- Customer defects are identified and resolved faster.
- The cost of collecting defect data is greatly reduced.
- Development and QA engineers spend more time working on issues and less time collecting information about bugs and defects.
- When the defect is resolved, customers are notified more rapidly.
- Customer Support agent time is better used and productivity improves.
- Customer Support and Development use a common language and terminology, which makes their communication more effective.
- Comprehensive reporting and analysis of customer-related defects is now possible.

Today in our company are struggling with this problem. We need to integrate Customer Support System and Issue Tracking System, in order to reap the benefits.

Building a single software program that serves the needs of people in finance as well as it does the people in human resources and in the warehouse is a tall order. Each of those departments typically has its own computer system optimized for the particular ways that the department does its work. But ERP combines them all together into a single, integrated software program that runs off a single database so that the various departments can more easily share information and communicate with each other.

That integrated approach can have a tremendous payback if companies install the software correctly.

ERP is very a powerful tool.

Customer and Interation with them in a funny way

There are three parts of application architecture of CRM:

Operational - automation to the basic business processes (marketing, sales, service)
Analytical - support to analyze customer behavior, implements business intelligence alike technology
Collaborative - ensures the contact with customers (phone, email, fax, web, sms, post, in person)

About SurveyMAC:

Survey Management System

Overview
How It Works
Frequently Asked Questions

Overview:

The SurveyMAC™ is a custom, configurable software application linked from your web site. Its function is to reduce the time (almost instantaneously) for a decision-maker to obtain usable feedback from his or her customers.

More importatly, any kind of survey can be created dynamically and the survey can be created by anybody in your organization or we can build it for you with just few clicks and in no time for FREE first time.

A decision maker can analyze the feedback and take appropriate action, be it simply understanding how his customers perceive the company or learning that changes are needed to keep or become profitable.

In other words, decision makers (CEO's, presidents, managers, select staff members, etc.) can literally respond to feedback as a customer submits it. No more waiting for a customer to fill out a reply card, mail it and then wait for the US Mail to deliver it.

Decision-makers have secure access to their customers' feedback 24 hours per day, via a username and password by going to www.customersatisfied.com and clicking “Client Login”.


Benefits

Create and maintain customer loyalty.
In addition to offering the best you can in customer service, your customers will recognize that you are striving to learn from and listen to them.



Fast implementation.
Depending on your needs, we can have your customized SurveyMAC™ Application ready in days...or even hours!

More cost effective than traditional feedback methods.
No more waiting for a post-card reply piece to be returned to you. Reduce or eliminate those high-priced feedback collection methods, like telehone surveys, focus groups and the costs to print post-card reply mailers or surverys!

View and review feedback from home, office or on the road
You can obtain and review your customers’ feedback from any Internet connected computer - 24 hours per day. Simply visit our login area and enter your username and password. Voila! You could be in New York while you’re reviewing feedback (and acting on it) from a customer in Fairfax, Virginia.

More opportunity for your customers to stay on your web site.
If a customer is visiting your site for the express purpose of giving feedback, then you have an opportunity to market additional services or simply inform the customer of sales, or other important items.

You may change or edit the questions at any time.
It can be done quickly and efficiently.

FREE upgrades
As a customer in good standing, any and all upgrades or additional features are available to you at no extra charge.

CustomerSatisfied.com Social Service Programme
We give 10% of our profits to New Madurai Foundation, Madurai,(www.newmadurai.org) which is a non-profit organization working for the welfare of Madurai.

It is a simple yet effective program to teach and inform your staff on how to best communicate your company’s involvement with the SurveyMAC™ feedback application.

Other services you can benefit from SurveyMAC are:

There are various problems every business is trying to solve -
(i) To retain the existing customer,
(ii) To get more new customers,
(iii) To understand and take care of the employees,
(iv) To understand the existing and new market
more...

In order to find solution, we need to understand the problem first of all! Understanding may be anything including Customer, Market, Employee, Product, Emotions etc.,

There are various solutions we provide through Survey -

Prospect/Customer Understanding Survey
Customer Satisfaction Survey
Market Research Survey
Partner Satisfaction Survey
Highest Website effectiveness survey
Advertising Effectiveness Survey
Employee Exit Survey
Employee Satisfaction Survey
Market Research Survey
New Product Development Survey
Web Visitor Mapping Survey
etc.,

The beauty is - all these surveys can be created within no time by anybody in your organization and does not need to be a technical person to create the same.

All issues and enhancement requests will be submitted via email to support@customersatisfied.com. This email will be provided to customer when they sign a support/maintenance contract with us. This email will also be provided to all the employees of CustomerSatisfied.com who will be submitting issues and enhancement requests.

The support mailbox is configured to generate an automated response stating that issue has been received by CustomerSatisfied.com and that our support personnel will be responding to them within 24 hours.

If enough information is present in the email then the issue will be logged and an acknowledgement sent to customer. If enough information is not present, then more information will be requested from the customer either via email or phone call.

Email: support@customersatisfied.com
India Office:

No.1, Fund Office Colony,
Alagappan Nagar, Near Railway Gate,
Madurai - 625003,
Tamil Nadu,India

We have offices in Australia and USA also.

Dated: 2003

The top 15 software suites include (in alphabetic order):

Amdocs ClarifyCRM v. 11.5--by Amdocs
C2 CRM v. 5.4--by Clear Technologies
Client Management Software 6.0--by Oncontact Software
E.piphany E.6--by E.piphany
ExSellence v. 4.5--by Optima Technologies
iCRM (Applix iEnterprise v. 8.3.1)--by iET Acquisition
mySAP CRM 3.1--by SAP AG
Onyx Enterprise CRM 4.0--by Onyx Software
PeopleSoft CRM 8.8--by PeopleSoft
Pivotal CRM--by Pivotal
S1 CRM Solutions--by S1
SalesPage open.space 4.0--by SalesPage Technologies
Siebel 7.5--by Siebel Systems
Staffware Process RM v. 9.0--by Staffware
Worldtrak v. 5.6--by Axonom

This list could be different right now, since there are so many CRM products out there in market. We, Customer Satisfied Technologies, will be working towards building a CRM product for tiny, small and medium sized businesses. You can see articles about that very shortly.

Made In Madurai is considered as a BRAND NAME of an upcoming conglomerate.
Originally we are from Madurai and we have high passion for Madurai. Every business we start will have a caption under it, with Made In Madurai.

Made In Madurai is an all-purpose consultancy services company building a business conglomerate and non-profit organizations. Under this company, we will have lot of commercial and non-profit organizations.

All the commercial companies under Made in Madurai will serve the society by contributing 10% of its profits to the non-profit organizations associated with us.

We have lot of projects going on currently and we have plans for lot of future projects. You can find all of the details in Made In Madurai.

One of our Non-profit initiatives are - New Madurai Foundation. Our recent success is - Launching a free library in Madurai. You can check that in our site, for updates - New Madurai.

Another thing we do is - we have become a channel for Akshaya Rehabilitation Foundation, Madurai for any donations from all over the world.

Our Made In Madurai Online Spiritual Portal - God Krishna Foundation

Please take a look at the current picture of our Commercial Companies -
CustomerSatisfied.com - A Made In Madurai Software Company

We are in the initial steps of launching A Made In Madurai Movie Entertainment Portal. We are blogging all the articles in Thara Ticket

You can see more projects in talks by checking our site - Made In Madurai.

This is the current picture of Made In Madurai, but still yet to grow and we will become MONSTER in building a Business Conglomerate!!!

Just wait and see. If you like it, please join the mission now itself or be a partner to us - Contact Us.

It is very difficult to acquire a customer to your place to buy your products. The next challenging thing to do is retaining that particular customer to buy your products more or less the same he was buying.

Here is an incident, I recently came across in Virginia, USA.

I went to a grocery store in our neighbourhood on a saturday evening and bought things for myself, and stood in the queue, which was really really long.

There were only three counters opened. It could have been easier to all of the customers, if more counters were opened.

When I was in the middle of the queue, I saw every customer seeing the length of the queue and giving strange shocking expressions, which was appropriate in fact!

One old lady who was having two milk items, saw this long queue and asked an employee - why don't you guys open another counter. The employee said - "we don't have any more cashiers madam. Sorry about that".

You know what that old lady said - "Well, this purchase of two or three items is not worth standing in this queue"!! and she stepped out, leaving her cart on the side!

Well the grocery stores company lost this customer and she will say this to lot many people, which is going to affect these guys' business!!

It is better the grocery store introspects and corrects themselves!!
These kind of mistakes happen, but it is better we correct them as a precautionary measure or corrective measure, whichever is applicable.

Note: the grocery store name is not exposed here!

When we buy a product or commodity in a super market, if the vendor or shop owner gives you something extra or chocolates free - psychologically we tend to go to the same shop to buy in the same shop. Same thing applies to every business.

If you are running a business, give something extra and free to the customer, whenever he drops by - that makes the customer loyal to you and he/she will just come to your shop and nowhere.

I have been to many indian restaurants in Kansas City. But I was amazed at an indian restaurant in Overland Park, USA - Kormasutra.

You will not believe how beautifully they take care of you, as a customer. They understand the value of the customer. They realize that because of customers only they get business.

As you know usually indian foods, needs a hand wash somehow, after eating. They even literally washed my hands and wiped it with the towel, after I had my dinner.

Another important point is they gave me dessert after I had my ordered meals.
This is something every business owner has to learn. Giving something extra to the customer is very important.

Well, This is the first article of the Customer Satisfaction Management Blog.
The research for satisfying the customer will never end and the software business of Customer Satisfaction through many ways like CRM etc., will never end.

In order put our thoughts out about CUSTOMER, who is our GOD and the ways and tips to satisfy a customer is all about this blog.

We are the management team of Customer Satisfied Technologies India and Customer Satisfied Technologies Australia, doing business all across the world.

Visit us at Customer Satisfied Technologies.

Please check out daily to see updates in our blog - Customer Satisfaction Management.