DBM Spain, company specialized in creating, developing and to apply methodology to generate more sales satisfying to the clients, explains which are the steps fundamental to implant a strategy of enterprise change. 1. To measure by means of indicators the satisfaction. The first step that is to carry out itself is to successfully obtain information of the client. There are 1001 ways to know feedback the client. Whatever the used method, whatever the scope on which the information is successfully obtained, it must be able to be translated in indicators. These indicators must help to know what is happening there outside to the clients. It is not necessary to have tens of them.
A few, selected suitably can give to the balance adapted between information of client and effort that it requires to obtain it. 2. To analyze the collected data. Don’t mention it serves to measure if the data are not transformed into legible information that it allows to begin to act on the basis of her. The most basic analysis will happen to establish the suitable levels for each indicator, so that they jump the alert from certain deviations. From here, at the most it is made, as much better.
An analysis with the sufficient depth will allow to take the following passages with greater firmness. The objective of this stage is to have a photo that allows to include/understand the situation with respect to the relation with the clients and their experience. 3. To make decisions. Of a natural form, from the conclusions of the analysis of the information, they will appear opportunities and needs of action. It will be the moment for deciding what to do. This one is a stage very near the day to day. If it is wanted to begin to walk by this circle perhaps the first question of all he is what decisions I want to be able to take from feedback that I gather of the client? .