Experts in business improvement through better customer management.
Customer Management Benchmarking and Measurement
How we help?
CMAT will align
the organisation’s Customer Management stakeholders behind an
objective, quantitative, benchmarked view of their current CM
capabilities and will identify the most important actions to
take in order to improve their performance in this area.
Why is it
important to measure Customer Management Competence?
A company should
measure it’s performance if it's serious about understanding
customers, retaining them, and building loyalty. Loyalty is the
ultimate outcome, and driver of business performance but can
only be changed through diagnosing and working on the previous
drivers, in particular customer management competence -
CMAT™ (or Customer Management Assessment Tool) Assessments bring
together a range of tools and methodologies that provide a
detailed, objective, benchmarked assessment of an organisation's
capability to effectively manage its customers.
CMAT™ is becoming recognised globally as the standard for
assessing the policies, practices, people, processes and
technology that an organisation has in place to deliver Customer
Management goals. CMAT™ services transcend many of the
fashionable concepts in Customer Management, providing
evidence-based assessments and recommendations grounded in best
practices from around the world.
CMAT™ is an assessment tool, backed by a model of Customer
Management - outlined below, that enables organisations to understand how well
they are managing their customers. It is supported by a
methodology, software toolset, best practice knowledge library
and benchmark database that now extends to over 700 assessments
carried out across five continents.
The CMAT™ approach is statistically robust. It has recently been
used to investigate the relationship between customer management
practice and improvements in financial performance indicators,
the results of which will are described in
The Customer Framework™
State of the
Nation IV publication.
Introduction to CMAT PDF 180k