M3 Planning Broadens Strategic Edge of Miller Heiman's Customer Experience Program

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M3 Planning evolves an existing customer outreach program to include a broader strategic intent. Targeted outcomes will benefit Miller Heiman's long-term customer relationships.

The best Customer Experience Programs not only listen to what customers are saying, but effectively implement and communicate those feedback driven improvements to enhance the business-to-business relationship,” - Howard Olsen, President, M3 Planning

Miller Heiman, a global sales performance company, has contracted with M3 Planning to expand their existing strategic customer engagement program. While program assessments are not new for the company, this updated Customer Experience Program collects insight directly from executive decision makers for gathering key insights to continually optimize their sales performance programs.

“Over eight years ago, we incorporated the Net Promoter Score™ methodology to our process for measuring the experiences of individual workshop participants, but the difference in the program launched this week is now we are expanding it to assess our impact from an organizational perspective,” Leigh Hooker, Miller Heiman’s Chief Operations Officer said. “The broadened range of insight, from sales performers to sales executives, will be critical input in our strategic operations.”

According to M3 Planning President Howard Olsen, preliminary work suggests sales organizations have moved well past cost-cutting and are now looking for operational efficiency. “The best Customer Experience Programs not only listen to what customers are saying, but effectively implement and communicate those feedback driven improvements to enhance the business-to-business relationship,” he said. “By communicating how available resources can be regularly tailored to customers’ needs, this feedback loop begins to drive needed innovations at all levels.”

“The results of our existing program will provide continuous critical input for our strategic operations, and it will be reflected in the way we execute our services,” Hooker said.    “We know our customers are operating in an extremely competitive environment, so we’ll be just as aggressive in continuously assessing how we will help them succeed.”

With outreach driven by surveys, the Net Promoter Score™ approach offers a reliable metric as it drives for improvement over time. Developed by Frederick Reichheld, Bain and Company, and Satmetrix, NPS™ has been proven to accurately benchmark customer loyalty, which aligns with the service foundation already established at Miller Heiman.

M3 Planning is a strategic consultancy firm helping organizations advance sustainable practices for long-term success. For more information about engagement programs that align organizational deliverables with customer expectations, contact M3 Planning at 775.747.7407 or visit http://www.m3planning.com. To read more about sales performance strategies, go to http://www.millerheiman.com.

Net Promoter™, NPS™, and Net Promoter Score™ are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld.

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Cammy Elquist LoRe
M3 PLANNING
(775) 747-7407
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