NEW YORK, NY--(Marketwired - Apr 10, 2013) - Bluewolf, the first global business consulting firm born in the cloud, is helping companies get closer to their customers. With the Customer-Obsession agenda, Bluewolf is taking an industry leadership role to enable companies with practical strategies, services, and tools to improve customer engagement.
Research shows that, on average, only 20 percent of a company's customers are fully engaged(1). That means companies are missing or mishandling up to 80 percent of customer engagement moments. Not surprisingly, nearly 90 percent of CEOs rank customer engagement as their primary initiative(2).
In the emerging Customer Engagement Economy, companies recognize it's necessary to shake up the status quo. However, they need direction to know what to change and how. Bluewolf's Customer-Obsession initiative is designed to give companies globally the practical guidance they need to become more agile and customer-obsessed. Aside from today's announcements, Bluewolf's holistic Customer-Obsession agenda will comprise a program of services, tools, industry partnerships, best practices advisories, and enablement events in the coming months.
"Customer engagement is set to overtake productivity as the primary driver of profitable growth," said Eric Berridge, Founder and CEO of Bluewolf. "For years, lip service has been paid to the idea of customer engagement, but with the emergence of the empowered customer and the proliferation of cloud, social, and mobile technologies, the time is now."
"Customer-obsession drives customer engagement. That means your company must be obsessed about knowing and engaging your customers better -- but also your customers' customers. Flexible technologies enable your employees to share knowledge and innovate. The end-game is to know what customers want, before they know they want it."
Berridge added: "To sustain growth in the era of the empowered customer, it is an imperative for all companies to recast their business processes and technologies through the lens of customer-obsession."
Maturity Assessment & Plan Service and Tools
To increase engagement, companies must first understand how successful they are at capturing customer moments. Bluewolf's Maturity Assessment & Plan (MAP) service benchmarks organizational maturity against best practices and delivers a plan to improve customer engagement, both in the short- and long-term. The Bluewolf MAP service uniquely incorporates feedback from customers and employees. This feedback is partly captured using Bluewolf's 'rep ride' methodology, which involves members of the Bluewolf team physically spending time on the front lines to get an understanding of employee and customer interactions.
Unlike other assessment services in the market, the Bluewolf MAP provides clients with a scorecard that outlines current success factors and prioritized areas of improvement. Additionally, Bluewolf's industry-first app, developed in Salesforce, allows clients to benchmark engagement progress in real-time. The maturity benchmarking criteria cover four areas: technology, process, people, and collaboration.
In addition to the maturity analysis and benchmarking scorecard, Bluewolf's MAP service provides an action plan for accelerating customer (and employee) engagement. Tailored MAP services are available for sales, marketing, customer service, and cloud governance.
"The Maturity Assessment & Plan provided a holistic evaluation of our operations and specific recommendations for aligning our processes and technologies more closely with the company's core business objectives," said Bruce Duncan, Business and Improvement Manager, at Veolia Environmental Services. "As a result of the stakeholder feedback process, we were able to prioritize our improvement objectives... It also led us to develop a CRM strategy to give our sales reps real-time access to customer information, which in turn will give senior management greater visibility into sales opportunities and team performance. The benchmarking scorecard also established a baseline against which we are able to track improvements in employee and customer engagement over time."
A Practical Guide to Customer-Obsession
Based on our experience across 4000+ client engagements globally, Bluewolf has compiled The Essential Guide to Customer-Obsession. This easily digestible report outlines the key attributes of a customer-obsessed enterprise and calls out the three principles companies must follow to become customer-obsessed. The guide includes examples of customer-obsession from among Bluewolf's global client base and profiles four executives that epitomize the changing role of leadership in the Customer Engagement Economy.
Bluewolf is a global business consulting firm. Companies across the world choose Bluewolf to help them engage their customers and drive more sales. As the first global business consulting firm born in the cloud, Bluewolf's strategic consulting, implementation, training, and cloud management services drive business outcomes in weeks, not years. Our proven Agile Business Transformation methodology helps clients rapidly innovate their business processes and technologies to translate strategic goals into sales. And our people are recognized for having the competencies and entrepreneurial energy to shape agile, customer-obsessed enterprises that sustain profitable growth in competitive markets. To learn more, visit www.bluewolf.com or connect with us on Twitter, Facebook, LinkedIn and YouTube.
(1) Jim Clifton, The Coming Jobs War, 2011
(2) IBM, Capitalizing on Complexity: Insights from the Global Chief Executive Officer Study, 2010, http://public.dhe.ibm.com/common/ssi/ecm/en/gbe03297usen/GBE03297USEN.PDF