Frequently asked questions

Frequently asked questions

1.	We have good customer satisfaction ratings. Why should we embark on a SynGro customer insight process?
2.	We want to benchmark ourselves with our competitors. Can SynGro help us do that?
3.	Will there not just be a lot more data that no one has the time to analyse and therefore ends up in the bin?
4.	Will we be able to track customer advocacy measures with our key financial indicators, such as revenue and profit?
5.	How can SynGro help us create strategy that is customer oriented?
6.	What do you leave us with when you are gone?
7.	What are the key stages in the process?
8.	How is the work split between SynGro and my company?
9.	How much does it cost?
10.	How long does it take and when will we start seeing benefits?
11.	How can I sample the process to make sure it is for me?
12.	Why should I do business with SynGro rather than some other “customer oriented” company in the market?

Q:1.	We have good customer satisfaction ratings. Why should we embark on a SynGro customer insight process?
A:	80% of customers that leave their supplier show as being satisfied or very satisfied from customer satisfaction reports. Wouldn’t you like to know which customers might leave in the future and, more importantly, why? SynGro’s customer insight process will tell you that.

Q:2.	We want to benchmark ourselves with our competitors. Can SynGro help us do that?
A:	Yes, and we find out specifically the competitors that your customers have knowledge about so it is specific and relative to your business.

Q:3.	Will there not just be a lot more data that no one has the time to analyse and therefore ends up in the bin?
A:	No. Not only is the data analysed for you but it is presented in an intuitive graphical manner that is easy to understand. Actions linked to issues enable you to proactively manage customer advocacy improvement plans.

Q:4.	Will we be able to track customer advocacy measures with our key financial indicators, such as revenue and profit?
A:	Yes. SynGro technology allows you to track the programs that will drive advocacy and measures the outcomes relative to customer perceptions. We can also interface our technology to your financial and other business IT systems so that you can determine the effect of your actions.

Q:5.	How can SynGro help us create strategy that is customer oriented?
A:	SynGro will take you through the process of gathering the appropriate customer information in a fast and effective manner and will ensure that you only create strategy that is seen as being the most important and appropriate by your customers. This will ensure that allocation of resources gives the best ROI.

Q:6.	What do you leave us with when you are gone?
A:	A clear definition of who your customers are, by segment and organisational structure, and what you have to do to drive them towards advocacy and compete with your rivals. We can also leave you with on-line technology (hosted by SynGro or installed on your own IT infrastructure) that will continually measure your progress and will track the improvement programs you put in place.

Q:7.	What are the key stages in the process?
A:	Planning. Here the goals and objectives are agreed along with roles and responsibilities including the allocation of the executive level project sponsor. We will often run 1 or more Discovery workshops as part of this stage. Customer insight. This is the customer focussed data gathering exercise where we will elicit the required information from the chosen customer set. Analysis and reporting. We enter the data into our customer insight software which then produces the necessary reports and dashboards. We train you on our technology so that you can work with us in segmenting the data so we get meaningful and mutually agreed results. Program design. Together we create a program to improve your company’s performance and put measurement criteria in place to ensure that milestone achievements are met. Program implementation. If necessary we will work with you to ensure that the programs are implemented effectively and efficiently. Technology implementation. We will configure our technology so that it is specific to your organisation and requirements and implement it so that you can continually monitor progress against stated strategic goals and objectives.

Q:8.	How is the work split between SynGro and my company?
A:	We would expect you to have an executive level project sponsor and a project manager (who may be the same person). We will need to engage with the executive team at the beginning to ensure that the goals and objectives are appropriate to the business strategy and then again at regular intervals to deliver progress reports. SynGro will facilitate all necessary workshops and will collect the customer insight data. We will also train your staff as required.

Q:9.	How much does it cost?
A:	As each engagement is specific to your particular requirements and objectives, the scope and scale of the project tends to vary. Some clients choose just to have us collect and analyse the customer data and others choose to work with us right through implementation. All work is priced with you prior to commencement and all proposals have a business case included to ensure that there is an attractive, and well understood, return on investment.

Q:10.	How long does it take and when will we start seeing benefits?
A:	If you choose to engage with SynGro for the customer insight part of the process it will take around a month or two. If we implement an improvement program and technology for you it can take 9 months. We always strive for “quick wins” so that you start to receive benefits from the first month onwards.

Q:11.	How can I sample the process to make sure it is for me?
A:	You can take advantage of our trial offer which provides you with a small scale project for a reduced fee. We will perform a Discovery workshop and will collect a small sample of customer insight data to prove the quality of our approach and the benefit it has to your organisation. We call this QuickLaunch.

Q:12.	Why should I do business with SynGro rather than some other "customer oriented" company in the market?
A:	SynGro’s process collects accurate and meaningful customer data quickly. Our proprietary technology allow us convert that data into information and then knowledge so it is usable. This means that you can adopt a rapid implementation in order to affect the necessary changes and bring about performance improvement and enhanced results in a short timeframe. You can implement our unique technology to help bring about lasting performance improvements in your business.