Steve Bernstein Director, Satmetrix

About Steve

  • Steve Bernstein is Director of Product and Solutions Marketing for Satmetrix, where he is responsible for developing solutions that drive financial benefits for our clients. For 20 years Steve has driven programs that improve the customer experience, where he gained a deep understanding of service operations, web and workforce optimization, and strategic sales. Prior to joining Satmetrix, Steve was a partner at a consulting firm where he focused on strategy and implementation of web and service operations projects; he led product and solution development for the contact center operations company Blue Pumpkin leading to it's acquisition by Witness Systems and then Verint; and managed solution development at Cisco Systems.

Main | Customer Loyalty and Compensation »

November 18, 2007

Eureka!

Eureka! This powerful word means "I have found it!" and as our state motto it harkens back to the California Gold Rush.  For many of our clients it's an appropriate word as it relates to their "Customer Loyalty/Feedback" program since these clients have literally struck gold when driving their program through the sales organization.

Our recent webinar Driving Customer Growth and Retention with BearingPoint is a great case in point.  I was struck by the intense focus BearingPoint has on "operationalizing" customer feedback in the sales force.  And the results have been clear.  As a global services organization, BearingPoint has found the more they can incorporate "the voice of the customer" into daily sales activities, the better sales teams are able to drive growth and retain accounts.  It's a no-brainer for sure.  But the magic happens by truly developing a feedback program that exists in the field, by the field, and for the field.  What BearingPoint found is that they can integrate their Customer Loyalty Program with the things salespeople are already doing.  And by keeping the focus on making the front-line successful, they have continued to drive year-over-year program success for over 5 years.

This is an excellent start for Satmetrix for Account Management, or what we at Satmetrix affectionately call "SAM".  A SAM program engages your field salespeople in your loyalty program by providing them with specific insights that drive short-term up-sell/cross-sell success.  These connections have proven to also improve longer-term relationships with these same top accounts.  So, SAM delivers a true win-win.  For BearingPoint, their customers have demonstrably received outstanding service, and their business has improved as a result of improved relationships between customers and front-line employees.

I look forward to sharing more about how Satmetrix for Account Management combines expertise and technology to drive growth and retention in top accounts.  Please drop me a comment here to continue the discussion.

Posted at 05:18 PM |

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