SynGro Featured in the Lean Management Journal
Wednesday, October 05, 2011
SynGro Featured in the Lean Management Journal
London, UK, 10 August 2011 – SynGro, leading provider of Voice of the Customer solutions, announced today that it has joined the Customer Experience Professionals Association (CXPA), a global industry trade group whose members are responsible for creating and maintaining an overall positive customer experience – a vital objective for any organization that offers products or services for sale.
The CXPA supports the professional development of its members and advances the field by providing research and education, establishing standards, offering networking and career opportunities, promoting the industry, and creating a better understanding of the customer experience discipline.
As a reflection of its recognition of the importance of customer experience management, SynGro has joined the CXPA as a Founding Corporate Member of the growing global association.
“We are delighted join the Customer Experience Professionals Association (CXPA). This global association provides a perfect catalyst for the leading practitioners and professionals to discuss the latest advances in our field” said Keith Schorah, CEO at SynGro. “Our technical excellence currently enables global brands to capture real-time customer insight in over 74 countries and 30 languages, giving them the ability understand potential issues and to prioritise actions for retaining their customers.”
Governed by a Board of Directors to be drawn from its membership, the CXPA is led by Bruce Temkin, co-founder and chair, and Jeanne Bliss, co-founder and vice chair – pioneers in the customer experience field who have a deep understanding of the roots of this burgeoning industry and a keen shared vision of its future.
“We greatly appreciate the commitment that SynGro is making to the Customer Experience Professionals Association as demonstrated by being a Founding Corporate Member,” said Temkin. “We are pleased to welcome SynGro to the CXPA, and look forward to closely working together to help create a vibrant future for customer experience management.”
A former Forrester Research analyst for 12 years, Temkin is the managing partner of the Temkin Group.
Bliss spent 25 years as the chief customer officer inside five large U.S. market leaders. Now, as president of CustomerBliss. She is also the author of two best-selling books on the cultural and operational customer experience transformation.
About CXPA
The Customer Experience Professionals Association is a global, non-profit organization dedicated to the advancement of customer experience management best practices. The CXPA’s members include individuals who develop, manage, optimize, and envision how organizations interact with their customers. This community includes customer experience practitioners within companies, vendors who support customer experience efforts, and other stakeholders in the industry. For more information or to join CXPA, visit CXPA.org.
About SynGro
SynGro is a world leader in enabling large organisations to increase their customer loyalty, retention and profitability by capturing, managing and driving action from a Voice of the Customer programme. By capturing the Voice of the Customer whether it is direct, indirect or inferred across any channel and combining it with clients’ operational systems and data, SynGro enables clients to evolve their customer engagement and create a customer
centric culture. Focused on the enterprise sector of the Voice of the Customer market, SynGro’s key clients include Stora Enso, OutoKumpu, and Heineken. SynGro’s clients capture real-time customer feedback across web, mobile, call centre and face to face channels in 74 countries and 30 languages.
London, UK, 7 October 2011 – SynGro, the leading provider of Voice of the Customer solutions, has been featured in the latest issue of the Lean Management Journal.
In the Article: Changing the game in the enterprise Keith Schorah, CEO of SynGro, explains why it is impossible to achieve cultural change without full commitment by every level of leadership.
In the current economic climate,businesses providing products and services are under unprecedented pressure to make year-on-year profit while reducing costs. However,organisations can only go so far with efficiencies. To increase revenue and create differentiation they now have to add value. By developing a clear insight into their customers,organisations will be able to enhance their service provision and create improvements in their service delivery. Using customer insight to drive improvement actions and identify additional revenues with customers is an opportunity businesses cannot afford to miss. Schorah (in Lean Management Journal 2011: 12) http://www.leanmj.com/
For example, many manufacturers have implemented lean manufacturing programmes achieving significant efficiencies but they still suffer from “silos of knowledge”, such as overdependence on long-established members of the sales or production teams, within the organisation. In this scenario the business remains open to substantial risk.
Using the next generation of customer experience platforms - such as Voice of the Customer (VoC) programmes - as a strategic tool to drive change, organisations can manage their customer retention, operational efficiency and increase productivity because the breadth of business functions involved in understanding and reshaping service to the customer base is widened. Any potential customer issue isn’t confined to a particular silo, like sales or technical support that can reassure an unhappy contact at a customer. Most importantly, senior management has to act on this compelling information. Schorah (in Lean Management Journal 2011: 12) http://www.leanmj.com/
About Lean Management Journal
Lean Management Journal (LMJ) aims to bring to the forefront the diversity of thinking around lean concepts and to showcase lean excellence from around the globe. It also aims to provide a platform for lean debate and continuous improvement through shared experience, interviews and case studies. It has an international circulation of 4,500 senior managers / execs.
About SynGro
SynGro is a world leader in enabling large organisations to increase their customer loyalty, retention and profitability by capturing, managing and driving action from a Voice of the Customer programme. By capturing the Voice of the Customer whether it is direct, indirect or inferred across any channel and combining it with clients’ operational systems and data, SynGro enables clients to evolve their customer engagement and create a customer
centric culture. Focused on the enterprise sector of the Voice of the Customer market, SynGro’s key clients include Stora Enso, OutoKumpu, and Heineken. SynGro’s clients capture real-time customer feedback across web, mobile, call centre and face to face channels in 74 countries and 30 languages./
