Market Trends
Commissioner Priorities
Reduced fees
Security sensitive
Customer first
Value for money
Scrutiny and proof
Social value
Organiastional Needs
Reduced administration costs
Secure and robust systems
Customer journey intelligence
Cost benefit analysis
Evidence of performance
Wider Impact
5 Benchmarks for Competitiveness
1. Customer Information
2. Customer Service
3. Management Processes
4. Management Information Systems
5. Key Performance Indicators
1. Customer Information
Information to Capture1. Demographics
2. Baseline data
3. Source of customer
4. Motivations for engagement
5. Special circumstances
6. Services received
7. Preferred communication method
8. Communication methods deployed
9. Outcomes achieved with customer
10. Complaints made by customer
Best Practice Standards 360 Degree View 100% Tracking Organisational
Confidence Market Intelligence
2. Customer Service
Information to Capture1. Date of engagement
2. Expected dates of contact
3. Actual dates of contact
4. Action dates of progression
5. Dates achieved outcome
6. Actual No of Days - Start to Completion
7. Difference in days Actual v Expected
8. % Achieved in expected timeframe
9. Reasons for not achieving timeframe
10. Customer satisfaction score
e.g. Net Promotor Score
Best Practice Standards Customer Journey
Timeframe
Range of communication methods
Performance measurement Addressing challenges with solutions
Customer Satisfaction Score
3. Management Process
Requirements
1. Lean Management
2. Process Maps
3. Process Manuals
4. Job Descriptions
5. Project Co-ordination
6. Organisational KPIs
7. Team KPI’s
Best Practice Standards Cost Effectiveness &
Efficiency Process Clarity Management Performance KPIs Project Management
Methodology Quality Standards e.g.
ISO9001 Kite Mark, MATRIX, OFSTED, City and Guilds, Customer First, PQASSO.
4. Management Information Systems
Requirements 1. Customisable
2. Real-time data & analytics
3. Accessible
4. Secure
5. Affordable
6. Reliable
7. Recognised quality
8. Globally recognised
9. Upgrades
10. Integrated
11. User-Friendly
Best Practice Standards Customer management system Recognised brand Secure and reliable Secured tiered access Real-time market intelligence /
analytics
Example – Salesforce CRM
Offers free and discounted licenses to Non-Profits.
Currently used by 23,000 non-profits.
Economic Change have customised it to manage contracts funded by:
Big Lottery, EDRF, ESF, LEGI, WNF, Cabinet Office, DCLG, DWP, Local Authorities, amongst others.
1. Global Cloud Based Solution
2. Free and Discounted to Non-Profits
3. Fully Customisable
4. Easily Integrated
5. Security Profiles for Different Access
6. Flexible Reporting
7. Real-Time Analytics www.salesforcefoundation.org
5. Key Performance Indicators
KPI Requirements 1. Marketing
2. Customer Service
3. Sales
4. HR
5. Finance
6. Outputs
7. Outcomes
8. Impact
Best Practice Standards SMART Targets Evidence & Track Record Project KPI’s Organisational KPI’s Theory of Change Model Monitoring Framework Board Scrutiny Independent Evaluation
Thank you and Good Luck
Further Support & Get In Contact
Downloadable E-Guides
www.economicchange.co.uk
Twitter @economicchange
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