CRC helps businesses re-invent their work through client experience optimization, process modeling and quality deployment, employee engagement strategies, and work flow automation. 

Within our client experience optimization practice we focus primarily on three critical dimensions--first, alignment of client segment needs with operational capabilities; second, sales process optimization and consultative sales training, and; third, operational research on the key drivers of client experience improvement. 

Process modeling and quality deployment support the client experience optimization work, but also provide a deeper operational insight for companies who want to evaluate organizational designs and reengineering proposals with BPM tools to assess KPI impacts in advance of large-scale implementations.  Our process modeling work also provides a solid foundation for work flow automation efforts, particularly those involving sales force automation efforts and CRM implementations.

The CRC's employee engagement work provides clients with custom surveys developed by the CRC partners as well as benchmark data through our strategic partners.  Employee engagement provides a core strategic advantage for those companies that have adopted values-based leadership cultures with a strong focus on employee development and a bias for broad-scale employee involvement in continuous process improvement.  The CRC's process capability assessment tools and employee engagement surveys provide organizations with a quick snapshot of improvement opportunities.  These opportunities can inform a comprehensive strategy of leadership development, internal communication, and employee involvement in driving revenue growth and improving process effectiveness.    

The CRC's work flow automation programs allow businesses to design superior processes through our advanced modeling and simulation programs while enhancing employee engagement by eliminating the vast majority of routine work that should not require human intervention.  By focusing on the identification of value-added steps which require greater expertise and judgment, businesses can focus their most valuable resources on their most critical challenges. 

CRC provides organizations with strategic analyses while maintaining an experienced team of program managers and implementation experts that can supplement your internal team's domain expertise.

Market Analysis

Gain a deeper understanding of your target market's perceptions and expectations relative to your brand strength and the image projected by your sales and service capabilities.

Marketing Engagement

A new survey instrument, developed by the CRC, allows you to rapidly assess the level of engagement across your organization.  Engagement is the key driver that determines the success or failure of your marketing programs.  The entire organization needs to be committed and motivated to ensure the success of your marketing investments.  The survey also allows companies to assess the alignment between their marketing strategy and their current client experience.  Used either online or through facilitated interviews, the CRC survey instruments are essential for driving the optimal level of growth across your organization.

Client Experience

The CRC surveys allow your organization to assess the client experience from an internal perspective and rapidly identify key opportunities and challenges that will improve your organization's focus on the client.   

Pipeline Profitability

Ensure that your sales force is concentrating on highly profitable segments and correctly assessing the long term value of target prospects.

Producer Assessment and Performance Management

Our proprietary Producer Assessment Matrix provides each producer and sales managers with precisely targeted improvement and coaching opportunities to build client value, increase employee effectiveness, and grow revenue.

Sales Process Improvement

The process design and sales automation experts at the Customer Research Center will assess the current process capabilities of your business model and identify high impact initiatives that free your sales force to focus on the client.