about kanect
KANECT is a service offering of The Chapman Group to design, execute and manage your Voice of the Customer (VOC) that provides clients with high-impact, actionable customer feedback that can be used to drive relationship and business strategy and improvement.
Primarily driven by a web-based surveying approach, Kanect incorporates a methodology that assesses the loyalty of your customers by measuring the performance of your people, solutions, and organization (against customer expectations).
The power of Kanect is our unique combination of VOC support, best practices, and consulting:
- DEDICATED Client Success Manager
- Internal and external VOC program BRANDING
- Have the ‘right’ BEHAVIOR AND ATTITUDE questions to understand customer relationships and commitment
- Ensure a representative SAMPLE – high, wide, deep customer contact representation
- DRIVE PARTICIPATION through proven execution processes that involves the field/team
- ON-DEMAND access to results and reports
- DATA-DRIVEN insights and the utilization of PREDICTIVE ANALYTICS to identify drivers of loyalty and commitment
- Coach the process and ENGAGE the customer – collaborative action planning to close the loop
About The Chapman Group (TCG)
For over 30 years, The Chapman Group has been partnering with B2B sales and customer / account management organizations to identify and solve relationship challenges. We understand how to connect you to your customers through people, process, and tool optimization to drive the desired behaviors and outcomes – more collaborative, strategic relationships, and increased revenues/profits for both the supplier and customer.
Our dedicated team of experts drive the most important element of “optimizing the customer relationship” – how to connect with and implement field-level action planning to create more loyal and committed customers.
Our unique metric-based customer engagement methods, processes, and best practices integrate the art with the science of managing the customer relationship. This approach ensures your people are more knowledgeable, efficient, effective and collaborative with their customers, thus enabling your organization to grow at a more accelerated rate.
Our customers think of us not only as a solution provider, but also as a thought leader, a business partner, and as their “go-to” resource for relationship management expertise and guidance. Our people are our greatest asset, all of whom are committed to your organization’s success.