The Chapman Group Announces LoyaltyProfessional  ^TM

Summary: 

The Chapman Group recently announced a new business unit within their organization called LoyaltyProfessional^TM, a full-service Expert Resource Center (ERC) of The Chapman Group that gathers, measures, reports, analyzes and consults on voice of the customer feedback that influences an organization’s customer retention (loyalty) and growth initiatives.

Release:

Columbia, MD:  The Chapman Group has created a new business unit called LoyaltyProfessionals^TM.  In today’s global economy, where resources are limited and retaining clients is a necessity, companies are seeking a solution to measure the customer experience without having to dedicate internal resources that may not be available and/or have the knowledge, time or systems necessary to create, implement and analyze the customer feedback obtained through a customer loyalty survey. 

The Chapman Group believes that gathering, measuring and assessing customer loyalty feedback will offer companies:

•       A higher probability of retention and growth of important account revenue / profit

•       Critical knowledge to ensure ongoing operational excellence

•       In-depth and timely customer data to influence and guide business and account level strategy (i.e. develop innovative and economic value-based strategic partnerships)

•       Insights into the buying preferences and strategic direction of accounts to assist in business planning

•       Knowledge to support and drive collaborative action planning including economic value propositioning between supplier and account

•       Knowledge to maintain market competitive advantage

“As companies continually strive to improve retention rates, metrics and analytics, such as a http://www.chapmanhq.com/Our-Tools/LoyaltyPro.com.html [customer loyalty] index, now become essential for success.”  Through the use of LoyaltyPro™, The Chapman Groups proprietary web-based customer http://www.chapmanhq.com/Our-Tools/LoyaltyPro.com.html [loyalty survey] system, LoyaltyProfessional^TM will be able to assist their clients in measuring their customer experience and obtain critical data to create Strategic Client Action Plans.  

For more information about LoyaltyProfessional^TM, please contact The Chapman Group at (800) 755-1905 x 25.

About The Chapman Group

The Chapman Group, founded in 1988 is a sales consulting firm that creates world class sales organizations through the optimization of field sales performance. We assist clients of all sizes, across a broad spectrum of industries, in increasing their sales through the implementation of innovative sales processes, methodologies, best practices, skills training, and software tools. The Chapman Group has a primary focus on optimizing Strategic Account Management programs and gathering and analyzing customer loyalty feedback. Our metric-based sales approach integrates the art with the science of sales and enables our clients to grow sales by becoming more efficient, effective and profitable. Clients, national and global – Fortune 1000 and mid-tier, have all found considerable value in continuing their relationship with us, long after initial goals have been accomplished. Clients often request The Chapman Group to monitor performance and provide ongoing performance monitoring, training and coaching.

FOR IMMEDIATE RELEASE 

Dennis J. Chapman, Sr., CEO of The Chapman Group, Presents Global Webinar on Measuring the Customer Experience

Columbia, MD (PRWeb) August 10, 2010 -  Dennis J. Chapman, Sr., CEO of The Chapman Group, presented a global webinar for SAMA titled “Measuring the Customer Experience—How Strategic Customers are Assessing Their Relationship with You as a Supplier”.  The webinar focused on the following key topics:

• Seven proven supplier practices that create the ultimate experience for managing strategic accounts

• Score Card metrics and analytics that track core elements of the ongoing relationship

• The impact of measuring customer experience management on your organization

Dennis stated that we are entering a new era of customer experience awareness and management, “Analytics (facts) that help guide buyer and supplier collaboration through today’s unique business challenges and vision attainment are critical!” As companies continually strive to improve retention rates, metrics and analytics, such as a customer loyalty index, now become essential for success.  Through the use of a tool such as LoyaltyPro™, a web-based customer loyalty survey system developed by The Chapman Group, companies are now able to track supplier relationships with accounts and enable suppliers to create Strategic Client Action Plans.

Participant feedback has been very positive and supportive of this business direction. Feedback from participants includes:

…It provided some new ideas when thinking about what to include in a new scorecard we will be developing. 

...Ideal for looking towards the future Strategic Account Management (SAM) requirement and the requirement for focusing on the customer experience. 

For more information about this webinar, please contact The Chapman Group at (800) 755-1905 x 25.

FOR IMMEDIATE RELEASE 

The Chapman Group Announces the Release of LoyaltyPro^TM 5.0

Increased customer loyalty has been identified as the single most important driver of overall corporate revenue. LoyaltyPro 5.0  is a measurement of key ‘customer dependency’ indicators that predict the ‘staying power’ of the overall account relationship from multiple contact points at multiple points of time within the same year. This ‘NOW’ look into the future tells you what you need to do to retain, acquire or develop profitable and meaningful long-term customer relationships.

Columbia, MD (PRWEB)  June 16, 2010 — The Chapman Group (TCG) has released its newest version of their proprietary web-based customer loyalty software. LoyaltyPro 5.0, a  'Voice of the Customer' survey tool,  is unique in that it goes beyond measuring satisfaction by measuring the People, Business and Organizational dependencies between the buyer and supplier that determine loyalty.  Since 2003 LoyaltyPro has helped clients uncover the strengths and weaknesses as perceived by the customer and reveal which accounts are at risk of attrition in addition to unveiling new opportunities within those accounts. 

Now on a .net platform, LoyaltyPro allows for greater flexibility and deeper analysis than its previous version making it even easier for clients to acquire actionable customer intelligence and feedback to assist in the development of customer improvement action plans. 

Key Features of LoyaltyPro:

·         Roll-up Gap Analysis – A filterable report showing survey results by question across all completed surveys.

·         Reporting – Exportable analytics for further statistical analysis.

·         Analytics – Click through charts and graphs analyzing the results in real time.

·         Increased Survey flexibility - Display rules (logic) to trigger questions based upon a demographic or answers to previous questions.

·         Multi-language capabilities – Participants can select the preferred language to complete the survey.

·         Improved Email Capabilities – Emails can be sent in html to allow for formatting and can be customized to be sent from the Account Manager or be sent from the Organization.

·         Enhanced Filtering – Multi-condition filtering of data which allows for more in-depth analysis of the results.

·         Improved browser capabilities – Survey can now be accessed from most all browser windows, which allows for greater participation.

·         Increased Security – Security can be set at both the field and page level to allow for controlled access to information.

Value Added Feature: 

·         Client Services Team – a team of experts available to guide you through and help to execute the loyalty survey process; survey script development, report definition, action planning based on survey results, provide ongoing recommendations for process improvement.

Dennis J. Chapman, Sr., CEO of The Chapman Group, believes that the new economy has caused an entirely new global business focus on ‘Customer Experience Management’.  It is more critical now than ever to know your Customer and to keep and grow your Customer.   LoyaltyPro is the next generation approach and methodology to measuring satisfaction.

Testimonial:

“LoyaltyPro is an actionable voice of our account knowledge base that has replaced our traditional customer satisfaction surveys. It provides executives and account teams a deeper understanding of our current and future revenue position in our account. It is helping us build and expand relationships and eliminate lost revenue surprises within our current customer base.”                                                                      

Director, Marketing-The Americas, Specialty Minerals

To learn more about LoyaltyPro or to arrange for a product demonstration, please contact our toll free number at 800-755-1905 x25.

About The Chapman Group

Founded in 1988 and headquartered in Columbia, Maryland, The Chapman Group implements and institutionalizes proven strategic account methodologies through metric-based key account management software tools (XSalerator.com^TM & LoyaltyPro^TM) and training (sales, team leader and manager coaching workshops across their sales function). The Chapman Group drives sales effectiveness by providing clients with a variety of proven and innovative best practices, including team-based strategic account management process and metrics that effectively measure key areas of high impact within account management and associated sales opportunities.

FOR IMMEDIATE RELEASE