Customer excellence is an indispensable premise for a pre-eminently successful business, all the more in a digitalized business world with mighty customers. Those companies that service customers optimally and also influence them with respect to future trends will inevitably become champions in their field. This phenomenon is shown impressively by the pro-verbal technology-driven German "Hidden Champions" (or "German Mittelstand"), all of which are international or even global market leaders.
Companies all over the world have started copying their strategy and management style, thereby having frequently found their own way to success. As diverse the success stories are, the pattern behind remains remarkably equal: guarantee customer excellence. Consequently we strive to establish customer excellence in each of our projects, be it as a core goal or as a nice side-effect.
Customer Excellence is also the essential part of high quality. Without guaranteeing high quality of products and processes no company will survive in an environment driven by advanced technologies.
In this context, we are utterly focused on achieving and sustaining customer excellence. The basis was set by a groundbreaking study in which we asked the purchase organizations of 29 Hidden Champions about what they expect from their suppliers’ sales and service teams. The result is a matrix of differently weighted success factors that we have transferred into an easy-to-use scorecard.
Since our first study we use our Acornpark Client Scorecard™ as tool for analyses and navigation. This way, we enable our clients to exactly determine their level of customer excellence and areas of improvement. Plus, the Acornpark Client Scorecard™ is being enlarged and fine-tuned on a continuous basis.
Depending on the required competencies we implement a project solely with our team or function as project management office or project coach as member of the steering committee. This way, we ensure that other service providers involved execute the projects exactly according to the defined areas of improvement. As result, customer excellence will be achieved.
We would welcome the opportunity to discuss your individual needs with you.