Survey Sez

Mike Donoghue is a member of a multinational information technology corporation where he collaborates on the communications guidelines and customer relationship strategies affecting the interactions with internal and external clients. He has analyzed, defined, designed and overseen processes for various engagements including product usability and customer satisfaction, best practice enterprise standardization, relationship/branding structures, and distribution effectiveness and direction. He has also established corporate library solutions to provide frameworks for sales, marketing, training, and support divisions.

  CRM   Stakeholder Management  

While it is important to make a sale, it is even harder to maintain a customer. Razzle-dazzle presentations and snake oil speeches do wonders to pique the interest and get the wheels moving on a client to use your products and services, but once the deal is clinched there is a need for quick recovery before the smoke and mirrors of your show disappear and they devolve into a "what have you done for me lately?" mentality.

If your sales staff hasn't made empty promises and sold your goods as science fiction propaganda, you stand in good stead. Ideally, this is how business should be done. But as we all know this is rarely the case. Now is the time when product development teams increase their stress level to provide the service necessary to support the sales team's extravagant claims.

Finally you get your ducks all lined up and clients hopefully get what was promised. Is everyone happy? Now's the time to get the real scoop with a customer survey.

Q (and hopefully A)

Organizations that are highly interested in satisfying their customers, partners and staff have been spending an ever-increasing amount of time and money on survey technologies. Services and products that help support these efforts have been springing up, providing form development tools in addition to helping enterprises analyze data and design reports that provide them with …

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