The Customer Framework’s (TCF) assessment methodologies, SCHEMA Assessor Benchmarker and CMAT both provide an objective and highly granular comparison of how an organisation’s customer management capabilities compares to those of other relevant organisations. They provide this benchmarking in two different but complementary ways:
As a core part of the products TCF provide a detailed score comparison to the average of a number of other organisations that represent either leading or typical players in the relevant category/market/channel-mix. The result is a quantitative benchmark at an overall level, a summary level and a detailed level covering between 40 and 100 facets of customer management. An organisation can then see how they compare with their peers and those types of organisations to which it aspires.
As an optional module to either methodology TCF can provide Expert Panel benchmarking. This is based on a panel of three individuals selected specifically for a client’s situation. They complete and score the same assessment that is carried out with the client, against their view of current best-in-class performance in each of the questions or capabilities. All panel members are paid a sensible market rate for their input to ensure that they can justify spending quality time on carrying out the assessment. Each panel is made up from at least twosenior practitioners from relevant client-side organisations who are acknowledged as being leaders in Customer Management themselves. The third member may be another senior practitioner or an industry expert with a wide insight across multiple relevant organisations.
The combination of these two approaches provides a unique blend of ‘real-world’ and ‘world-class’ inputs to the way your performance compares to others.