Customer Service Strategy

The "Naïve to Natural™" CRM Models

Introducing the Model

It examines nine key customer experience areas which comprise the total customer experience and provides an assessment of what Orientation is embedded in the organisation for each of these areas, the level of understanding in each area, what action is happening in each area and whether this action will enable the organisation to improve their customer service strategies and the customer experience they deliver.

The nine key Customer Experience areas are:

People
Customer Strategy
Systems
Marketing & Brand
Culture & Leadership
Processes
Expectations
Channel Approach

Measurement

Through Extensive customer strategy research over the past 7 years on both sides of the Atlantic using a combination of;

Formal market research
Observing organisations in action
Working with clients

We have discovered four, previously unidentified, distinct stages of evolution that an organisation's Customer Experience must progress through;

Naïve
Transactional
Enlightened
Natural

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This revolutionary customer experience strategy tool enables organisations to go beyond the concepts, beyond the philosophy, and actually understand where they are today.

Senior business leaders around the globe agree that the Naïve to Natural™ Model is the most powerful tool for helping organisations become more oriented with their customer service strategies ultimately leading to the delivery of a great Customer Experience.

There are two versions, the Limited Naïve to Natural™ CRM Model and the full Naïve to Natural™ CRM Model.

The Limited Naïve to Natural™ Customer Relationship Model

The Limited Model gives you the chance to complete a reduced on-line version of the full Naïve to Natural™ Model and gives you an instant indicative view of where your organisation is on its evolutionary Customer Experience path.

Benefits to You
The Limited Model will give you a top level, indicative view of:

Which Orientation your organisation is in
How this compares with best practice
The proportion of organisations in each Orientation

You can then use this to improve your customer service strategy.

Take the Limited Naïve to Natural™ Model assessment and find out more...

Learn more about the Naïve to Natural™ Model Orientations that are common to both versions...

The Naïve to Natural™ Customer Relationship Model

The full model contains 269 indicators and is completed with the assistance of one of our Naïve to Natural™ Advisors.

Click here to take the Limited Naïve to Natural™ Model assessment for your organisation.

Click here to find out about the four Naïve to Natural™ Orientations

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