“The very essence of human progress is applying new knowledge in new ways, continuously making the old way of doing things obsolete.” – Frances Gouillart and James Kelly, Coauthors, Transforming the Organization

Knowledge has always been a catalyst for progress and success.  It is what has pushed humanity from the Stone Age to the Industrial Age, and now, into the Information Age.  Knowledge allows us to successfully improve ourselves and our lives.  But knowledge does not simply happen.  And it is not automatically transmitted to others.

In today’s marketplace, knowledge, or what is referred to as market intelligence, is essential for corporations to continue to grow and thrive.  Yet many companies fail to have any system in place for gathering, analyzing, and sharing the most important knowledge a company can have – its relationship with its customers.  The more information a business can gain about how satisfied its customers are, how well those customers view the product or service provided, and what additional services that customer is seeking or would take advantage of, the more that business can build long-term relationships with those customers.

Unfortunately, few have developed a comprehensive system for gathering this information, and even fewer understand how to utilize it in order to effectively strengthen the bond they have with their customers.  That’s where Shapard Research comes in.  We have not only developed such a system, but have implemented it.  The result has generated millions of dollars of additional revenue for our clients.

We call it Customer Loyalty Management (CLM).  And it has a very basic premise:  in order to improve something, you first have to be able to measure it.  Shapard Research’s CLM allows our clients the ability to effectively measure, in a quantifiable way, their relationship with their customers.  This ability, then allows them to hold their customer interfacing employees (across all lines of the organization) accountable to their customer loyalty index.  The goal becomes to consistently improve their score on their CLM index.

The utility of the CLM process crosses all industries.  It has been used effectively in industries as varied as the car rental, food service, and banking industries.  But its power is in being able to create a system of knowledge gathering for any customer interfacing employee of any kind of company.  In addition, the larger and more decentralized the company, the greater the impact CLM can have on its performance.

Market intelligence is essential to business success.  Shapard Research not only brings the most effective tools to gathering that intelligence, but the expertise and experience in creating systems of knowledge gathering that will also ensure the right people get the right information at the right time in order for your company to continue to strengthen its relationship with its customers and increase its profitability.

Contact us today to see how we can put the power of CLM to work for you.