CROL® - Corporate Relationship On-Line
A process for monitoring, analyzing and acting upon customer feedback
CROL® is a process for Business to Business (B2B) companies to monitor, analyze and act upon customer feedback and is thereby a vital part of customer relationship management. The CROL® process is designed as a process for companies, where customer relationships have clear owners (Account Managers, Sales Managers, Project Managers etc.). The CROL® process is beyond traditional customer satisfaction measurement - the focus is on corrective actions and communication of the results with customers.
Benefits
The CROL® process ensures that sales managers, account managers and project managers are aware of how the customer perceives the value created by the company. Analysis shows that systematic focus on managing how the individual customer perceives the value creation by the company improves satisfaction, sales and the quality of the delivery.
References
The CROL® process has since 2002 been successfully implemented in many forerunner companies such as Wärtsilä, ABB and Cargotec. The companies utilize the CROL® process for monitoring both their project performance and continuous business relationships with both customers and suppliers.
Since the first implementation of the CROL® process, over 30 000 external business relationships have been monitored. The CROL® process can also be used for monitoring internal relationships within the company.
Analysis support
The analysts and researchers at PBI support our clients with analysis and understanding of the collected information. PBI has conducted research in the area of B2B relationships for years and utilizes the research results when analyzing the results of our clients, which is highly appreciated. PBI's researchers support with cause-effect analyses that identify patterns in the company's operations.
Focus on the customer
PBI appoints a dedicated contact person to work in close cooperation with each client. This set-up enables a better understanding of the client's business and business environment and increases the value added of the process. By working closely with our clients, PBI operates more as a partner than a mere software or survey provider.
eCROL® software application
The CROL® process is supported by the web-based application eCROL®. It contains features for efficient data collection and reporting, and is one of few software applications that provide an integrated corrective actions tool. This enables companies to react quickly to customer feedback and provides a systematical approach to handle and follow-up on corrective actions.
Contact
For more information, please contact Tomas Arhippainen (tomas.arhippainen@pbi-institute.com, telephone +358 40 0958908).
Download CROL® Brochure
CROL® Information (in English): [download pdf]
CROL® Information (Suomeksi): [download pdf]
Updated: 30.4.2009