Q

What is a compass?

What is a compass? If you are using the term the way we do, compass refers to the process and set of techniques

utilized for helping identify, dimensionalize, and prioritize customer loyalty, staff loyalty, and CRM program elements for optimum impact. Our Customer Loyalty Compass is also known as the P.A.C.E. Process (for Prepare, Assemble, Comprehend, and Employ). Briefly, we first need to understand what a company currently knows about its customers, how information systems work within the organization, and what the company does with customer data. Next, in most instances, we must identify the elements of company performance, including strengths and weaknesses, emerging needs, registered and unregistered complaints, etc., as perceived by customers. Third, this anecdotal information and knowledge must be quantified so that loyalty models, and other support insight, can be developed and strategies can be prepared. Finally, the strategies are executed and any needed modifications are made to the programs. So, the overall approach acts like a compass for achieving the highest level of customer loyalty possible.

For more information, check out searchCRM's Best Web Links on Customer Loyalty.


This was first published in June 2001

Dig deeper on Customer loyalty and retention

Pro+

Features

Enjoy the benefits of Pro+ membership, learn more and join.

Have a question for an expert?

Please add a title for your question

Get answers from a TechTarget expert on whatever's puzzling you.

You will be able to add details on the next page.

0 comments

Oldest 

Forgot Password?

No problem! Submit your e-mail address below. We'll send you an email containing your password.

Your password has been sent to:

SearchBusinessAnalytics

SearchDataManagement

SearchSAP

SearchOracle

SearchAWS

SearchContentManagement

Close