FIND OUT HOW GOOD WE ARE COMPARED TO OTHERS

Against other companies in your region or globally, or against a world class subset

Our capability assessment covers the full scope of customer management in a large organisation (see model) and our benchmark database is the deepest and most extensive of its type anywhere in the world.  With access to the CMAT™ dataset, we have over 800 companies on the base, covering all sectors and all continents. Benchmarking may be used to identify strengths and weaknesses, to show stakeholders where investment is needed or to represent an independent ‘kitemark’ of how good you are at managing customers.  You can benchmark your overall capability to manage customers, or specific areas – like the way you manage high value customers for instance; or the way you use customer data and IT.  The critical point here is that the assessment has a proven link with business performance – that is, if you design your customer management programme around the recommendations coming out of our assessment, you will become a better business performer.  The ‘current state’ assessment  is the best starting point for developing an effective transformation plan.


Our benchmarks are created from 2 files, a static file that provides historical comparisons and a dynamic file providing comparisons with current world class practices.

• The CMAT™ benchmark database is a static file of 350,000 data points collected between 1997 and 2007 from all industry sectors across the 260 dimensions of the CMAT™ model.
• The Customer Framework benchmark file is a dynamic base now providing comparisons to over 900 dimensions of customer management capabilities and key performance indicators which are collected and refreshed on an ongoing basis by The Customer Framework and partner companies all over the world.

Together these 2 sources of benchmark data provide a comprehensive comparison of your Customer Management performance over time and against current world class customer management practices.