Customer Care Management


Metra Martech’s Customer studies assess how your organisation compares with the competition on the key choice criteria and on Customer Service.
These studies help identify changing customer needs leading to Customer Care programmes linked to Corporate Quality goals. This quantified awareness gives organisations a competitive advantage.

Metra has specially developed Customer Measurement techniques, some examples and their output are detailed below.

SectorRegionResult
Engineering ComponentsAll EuropeOn-going Customer Plan
Machinery CompanyGermany, France, Italy, Spain UKNew Customer Care Plan
Government DepartmentUKNew approach to range of assistance offered
Software CompanyGermany, France, Italy, Spain UKFocus on Dissatisfied Customers
Telecom CompanyGermany, Italy, France, UKOn-going Improvement Plan
Marine SuppliersThailand, Malaysia, Taiwan, Singapore, Taiwan, PR ChinaSales!
Marine EquipmentWorldFocus on Spares Policy
Machine Tool ManufacturerEurope, Far East, USANew Sales Agreement in Korea
Military ResearchUKImproved Relationship with Industry
Pharmaceutical SupplierBelgium, France, Germany, Italy, Netherlands, Spain, UKCombined Distribution
Medical Equipment SupplierFrance, Germany, Italy, UKNew Financing Structure of Purchasing
Aircraft MaterialsFrance, Germany, Italy, UK, SwedenNew Local Agency Agreement
Paper IndustryFrance, Germany, UKNew Options on Distribution Channels
Software SupplyWestern EuropeProblem area identified and fixed
Retail and Distribution SystemUKNew Emphasis on VAR
Engineering EquipmentUK/WorldMonthly Survey
Trade AssociationUKNew emphasis on members' views
IT ServicesUKQuarterly Survey

 

      
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