McGraw-Hill Education
Textbook Sales Business Process Analysis
Customer
Focus
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McGraw-Hill Education's customer base includes independent learners, higher Education students, K-12 educational institutions as well as many Higher Education institutions both in the United States and Internationally. While reputation and word of mouth do a great job at soliciting and retaining customers, a great deal of effort is put forth in locating additional opportunities for growth. There are teams of implementation specialists and sales representatives consistently partnering and reaching out to educators around the globe working to find the ideal solution for every student.
The plan to expand our customer base begins with understanding our current customer base. In order to identify the next set of target customers and how to approach and retain them can be accomplished by collecting and analyzing feedback from our current customers.
By collecting valuable feedback on current customer loyalty, customer experience, relative performance and some company specific issues we are obtain valuable insight on what is currently working well and what might be an area of improvement moving forward.
FEEDBACK
Below you can see the summary of results from some recent feedback collected from customers regarding their viewpoint of loyalty, customer experience and their viewpoints on relative performance compared to competitors.
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decision
under risk
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Utilizing the above feedback results and identifying them according to their risk to the company in areas such as loyalty, we can easily determine the areas in which the company needs to invest the greatest efforts to seek improvement.
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By effectively assessing the results from customer feedback and identifying the greatest areas of risk and weakness, we can identify investment opportunities and avoid investing in poor opportunities.
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By pairing these results with company financial data, we can estimate annual revenue risk and identify the most effective growth areas for expanding relationships with current customers and potential customers.
These findings will also help identify the competitive advantage and any disadvantages which can be used to focus on the lowest risk areas needing improvement compared to competitors to elevate our competitive advantage moving forward.
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