Ultimately, our goal is to help you keep your customers and improve profits. To that end, we have developed Revenue@Risk, a proprietary method that measures the revenue a company has at risk due to customer dissatisfaction and identifies initiatives that will improve customer retention and deliver the highest return on investment.
It is a combination of proprietary methodologies, measurement tools, best practices and a database of more than 90,000 customer dissatisfaction surveys compiled over a ten-year period.
Revenue@Risk addresses all customer contact points and interactions, not just inbound call center experiences among customers who have a problem. The resulting Revenue-at-Risk calculation and recommendations are comprehensive, including strategy, people, technology and process issues.
The Verde Group works with clients on both a project and ongoing basis, depending on individual needs. While our services are based on our Revenue@RiskT method, we tailor them to address your specific business issues and priorities.
To read more about our four primary services, click on a link or page down:
Revenue@Risk Baseline Study
We conduct a customer dissatisfaction measurement study and then develop a customer retention action plan that tells you:
- How much of your annual revenue is at risk due to negative customer experiences and pending defections
- Specific sources of customer dissatisfaction, rank-ordered by their impact on customer defection, and what each is costing you
- How to prioritize each issue, based on potential payback if fixed
- An action plan for improving customer retention and the return on investment (ROI) you can expect to realize
Approximate time frame: 4-6 months
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Revenue@Risk Monitoring Program
Building on a Revenue@Risk Baseline Study, we track customer retention, loyalty and dissatisfaction on an ongoing basis. In addition to everything you get with a Revenue@Risk Baseline Study, we also tell you:
- Key points of pain for customers over the long term
- Whether customer retention initiatives are working
- New/emerging drivers of loyalty/defection
| Approximate time frame: One-year minimum |
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Revenue@Risk Competitive Study
Using primary research among your competitors and our best practices data base of more than 90,000 customer responses on dissatisfaction, we tell you:
- How your customer retention track record stacks up against your primary competition
- Sources of dissatisfaction among your competitors' customers and what you can do to win them over
- Areas of competitive advantage
| Approximate time frame: 4-6 months |
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Satisfaction Measurement Audit
Conventional customer satisfaction research and metrics - used by most organizations - are poor predictors of customers' future behavior and the economic consequences. They tend to reinforce what the company is doing right, rather than pinpoint the most expensive sources of customer dissatisfaction. Our audit services can tell you whether your current program is effective, such as whether it:
- Goes beyond customer attitudes to identify how attitudes are formed and how they will influence future behavior
- Pinpoints the specific causes of customer dissatisfaction
- Prioritizes sources of dissatisfaction based on potential financial impact
| Approximate time frame: 2-8 weeks |
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