Poirier & Associates, Inc.

Consultants for Human Resources Development

The Customer Map®

The purpose of Customer Mapping is to use customer satisfaction data that will lead to improvement in the delivery of products or services. It is an effective way to "stay close to the customer" be they internal or external to the organization.

The Customer Map process includes three components.

	Customer Focus: The Map process builds the customer relationship, both internal and external
	Employee Involvement: The Map Team - not a third party - makes data-based recommendations to management
	Call to Action: The Map Team drives improvements based on customer priorities and competitive standing.

The main deliverable of the Customer Map is a set of quantitative data about your customers' needs, the degree to which you satisfy them, and how you compare to other service providers/vendors your customers use. Beyond the analysis of the data, the Customer Map process includes the development of an improvement strategy and a communications plan to implement it.

Find out more about how Customer Map can work for you.

Customer Map® is a registered trademark of Bryan Associates, Inc., Providence, RI.