Center for Loyalty Research

The CRMI Center for Loyalty Research (CLR) is a complete solution for applying loyalty management strategy processes. CLR will help your organization increase customer satisfaction and retention, build customer loyalty, and solve customer problems efficiently and effectively.

Monitor and measure: Delivering a world-class customer experience requires a clear understanding of customer needs, and how well those needs are being met. CLR develops customer satisfaction metrics your organization can use to drive effective customer management. These metrics identify competitive advantages and deficiencies, and prioritize and target opportunities to enhance customer retention.

CLR continuously monitors customer satisfaction and measures key accounts to identify which customers are relatively secure from competitive threats or are particularly likely to switch to the competition. Additionally, CLR identifies cultural, knowledge, and process barriers that could hinder your company from reaching its full potential as a customer-focused business.

Listen: The Voice of the Customer (VoC) is more important than ever. The Center for Loyalty Research builds, manages, and facilitates private-label online customer communities that engage consumers in multi-dimensional dialogues, 24/7. These dynamic online communities enable groups of geographically dispersed individuals to effectively engage, learn, and share knowledge. Most important, these communities generate critical insights that drive faster development, mitigate risks, and lower marketing expenditures.

Analyze: Analyzing customer satisfaction data can inform your strategic planning, and help to ensure a better customer experience over the long term. CLR analyzes that data and formats it to produce customer satisfaction survey scripts, executive briefings, benchmarking studies, and other collateral you can use to improve customer satisfaction and bolster customer loyalty.

The Center for Loyalty Research is dedicated to helping organizations demonstrate their added value as business partners. The services CLR provides include: