Customer Assessor Benchmarker

The Customer Framework (TCF) Assessor Benchmarker tool delivers an objective and quantified understanding of an organisation’s current capability in terms of maximising its Customer Profit and Loss Account; the customer dimension to overall financial performance.

The understanding is based on over 100 capability areas that comprise more than 400 individual practices spanning our widely acknowledged model of Customer Management. This gives TCF clients an unprecedented depth of insight that can be aggregated into multiple summary levels. The practices combine solid and critical basics with more advanced practices known to be being increasingly adopted by world-leaders in Customer Management.

The approach is interview and observation based to ground it in what is really being done rather than claimed plans of managers and strategists. It is highly structured to minimize the time input from client teams and the elapsed time of the engagement.

Results are benchmarked against the database of results from other clients and optionally against the views of selected members of our global benchmarking panel, providing a unique blend of breadth and depth in the comparison.

Even if the Assessor Benchmarker module is used in a stand-alone engagement it provides a clear set of recommended focus areas for improvement with the rationale as to why these are the important areas. It also acts as an indicator and catalyst for change with many capabilities improving just because they have been put under the spotlight. If it is combined with other modules it provides a detailed understanding of the start-point from which to develop the vision of Customer Centricity and also informs the prediction of feasible performance uplift and potential financial returns.