Business Need
 
MJH Group Customer Understanding Matrix
MJH Group works with companies at various stages of collecting customer feedback ranging
from none at all through to sophisticated systems that collate large amounts of quantitative and qualitative data.
 
Our programs are specifically designed for your business to provide the feedback required and then ensure the learning is transmitted back into the business.
 
Please call MJH Group on 03 9885 3599 to discuss your research requirements.
 
Situation
Requirement
No formal existing program to collect quality customer feedback
Program designed to collect qualitative feedback and a process to then ensure learning is then transmitted back into the business
Customer feedback is collected via surveys or questionnaires which are completed by customers
Expertise to provide further customer insights and a greater level of understanding across the business
Specialist research required for a specific project
Expertise to provide further customer insights to assist with planning or to improve performance of a project that is already underway
Need to monitor the health of customer relationships, staff performance and process effectiveness
Customer Understanding about how the business performs on an ongoing basis on a number of key areas
 
 
Providing Clarity, Improving Customer Satisfaction & Increasing Sales

MJH Group provides Customer Understanding programs that integrate customer understanding back into your business to effect organisational change and increase sales and market share.

MJH Group Customer Understanding programs take into account both existing customers and prospects.
 
 
Existing Customers
MJH Group's Customer Understanding program is designed to collect relevant and meaningful data about your customer base.
 
Examples of the type of information that can be collected are as follows:
  • Factors that may affect customers taking their business elsewhere
  • Greater understanding of your customers business and problems they face
  • How customers feel about their Account Managers and other personnel
  • Why business is being won or lost
  • Who are the key decision makers
  • How important is price when making purchasing decisions
  • What customers think of your existing sales process
  • How they like to interact with suppliers ... style, frequency
  • What customers think of your ordering and delivery process, products
  • Benchmarking information ... how you compare to other suppliers
  • Views on trends in the industry
Prospects
MJH Group's Customer Understanding program can also be used to collect relevant and meaningful data about prospects including:
  • What they currently know about your business
  • How your business in perceived in the market place
  • How they like to interact with suppliers ... style, frequency
  • What the key considerations are when selecting a supplier
  • How important is price
  • Why they are not doing business with you currently
  • Their views on trends in the industry