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Microsoft - source REAP Consulting (Pty) Ltd - 2004
Doug helped Microsoft South Africa understand the market and what customers are looking for when the time came for us to launch our CRM solution. Doug came very well recommended, and is very credible when he comments on and works in this space due to his experience and his exposure to large organisations. Doug helped us understand and address the challenges of CRM, illustrating that it is not just about software, but more a mindset and a philosophy. Stephen Green.
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Standard Bank Card Division - source REAP Consulting (Pty) Ltd - 2004
We contracted REAP to undertake and audit to determine our competencies in the Customer Management arena. Embarking on the audit reinforced the need for all areas of the business to embrace customer management and the need to appoint a champion. Our expectations were exceeded and we’d happily engage REAP’s services again.
Amanda Olsson, Head Consumer Card Marketing, Standard Bank.
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Royal Bank Of Canada Group - source QCi Assessment Ltd
“Royal Bank of Canada Group has an envied reputation in CRM across the world. Despite this I used CMAT™, twice, once as President of the US operation and again as COO of the RBC Investment business. In both cases I was impressed by the way it helped set the client management strategy and agenda. Most importantly the process engaged the entire organisation around the key things that were going to make a difference to our customers and our business. In both cases it enabled us to focus and get real movement on the important things quickly.”
Shauneen Bruder, RBC Financial Group, COO RBC Investments.
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HSBC - source QCi Assessment Ltd
“We’ve known for a long time that we had good CRM systems in place, but we did not have anyway to benchmark externally against other companies. By using CMAT™, we brought many aspects of our systems, practices and resources together for careful evaluation.
As our entire global group move toward a more cohesive CRM approach, the CMAT™ study gives a consistent benchmark from which to measure ourselves locally and internationally. What’s more, CMAT™ has the potential to be applied in other HSBC locations around the globe. We can use CMAT™ as a worldwide methodology.”
Andy Ripley, Senior Manager, Marketing Development, HSBC.
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Centrica - source QCi Assessment Ltd
CMAT™ was used to define CRM for Centrica brands, share best practises and establish common weaknesses. It has since been adopted internally as Centrica’s model of customer management to define, drive and measure improvements.
Managing Director and other-seniors have CMAT™ improvement scores embedded in personal objectives.
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MTN Nigeria - source REAP Consulting (Pty) Ltd - 2006
“CMAT™ metrics allowed us to measure our strengths in terms of CM against global best practices as well as to track our improvements year on year. We have used CMAT across the different country operations as a way to identify potential synergies within the MTN Group. The CMAT™ score is now one of the bonus drivers across the entire MTN Nigeria management team.”
Albert Fernandez, Marketing & Customer Relations Executive, MTN Nigeria.
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American Express - source QCi Assessment Ltd
“The content of the thinking and findings was excellent – as importantly was the teamwork that occurred – that you created – to get us to this point was clearly evident throughout. It’s clear that we are leading the organisation in bringing dynamic new approaches to customer management – which are necessary to achieve our aggressive goals. I just wanted to add my deepest thanks for a job well done. Thanks for being a terrific team, for working so well together, working relentlessly and helping to take Amex to new heights!”
Barry Herstein, International Marketing and Communications, SVP, American Express.
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Johnson Inc - source QCi Assessment Ltd
In early 2005, Johnson Inc. had the privilege of participating in a CMAT™ (Customer Management Assessment Tool) evaluation. This experience proved to be very rewarding for Johnson Inc. in every sense of the word. The CMAT™ was both confirmation and education. The CMAT™ confirmed for us that our organization had CM entrenched in our culture and highlighted the value of many of the CM initiatives we were practicing. But more than confirmation, we learned about many world class best practices that exist and can now explore how to integrate some of these ideas into our business to further enhance the value we bring to our clients. Smart companies have a CM focus. Smarter companies utilize CMAT™ to assist them improve their CM practices and benchmark themselves against the best in the world.
Brian King, Manager, Marketing Communications, Johnson Inc.
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MTN Yemen - source REAP Consulting (Pty) Ltd - 2008
We have used CMAT™ as our framework and reference point to build, align and improve our customer management capability. The methodology, and the contribution and insight from your team, has set the scene for another year of progress and achievement. CMAT™ has provided a consistent benchmark against which we can measure the progress of our customer management capability internally, within the MTN Group and internationally.
Raed Ahmad, CEO, MTN Yemen.
Hisham Fathy Ahmed, CIO, MTN Yemen.
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BoE Private Clients - source REAP Consulting (Pty) Ltd - 2008
We have used CMAT™ as our framework and reference point to create a consistent client experience. The methodology is systemic in that it recognises that a consistent client experience requires alignment and integration across all aspects of the business. We are using CMAT™ as a measure and a benchmark to assess the progress of our client management and client experience initiatives.
Vince Boulle, Managing Director, BoE Private Clients.
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VWSA - source REAP Consulting (Pty) Ltd - 2004
We had set ourselves the goal of moving from a product and process centric company to one that focussed on its customers. We wanted to perform a benchmarking exercise to see where we stood relative to best practice. CMAT™ gave us the foundation we needed. This has been a most rewarding business relationship.
Carla Wentzel, Marketing Planning Manager, VWSA.
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Royal & SunAlliance - source REAP Consulting (Pty) Ltd - 2005
I would like to confirm that the value of the work done by you has been considered a real step forward to helping us support the move we will be making in the change of the direction of the company in Colombia. I imagine that many companies think that they have appropriate methods to manage their customers however, after seeing the reality of the analysis carried out I can confirm that all serious companies wanting to maximise their existing customer base should have this process carried out.
Dinand Blom, Presidente, Royal and SunAlliance, Colombia, South America.
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Nedbank - source REAP Consulting (Pty) Ltd - 2008
Nedbank adopted CMAT™ as its framework to drive customer management and ultimately client experience across the Retail Bank in 2006. CMAT™ offers a very structured and logical approach to assessing, benchmarking and driving customer management competencies across an organisation. It has helped us to achieve the necessary focus and discipline to align the organisation behind our customer management agenda and drive important improvements across the organisation. Today, CMAT™ forms part of scorecards across the organisation from the top level down.
Clive van Horen, Managing Director Retail Banking Services, Nedbank.
Ursula Kuni, General Manager World Class Service programme, Nedbank.
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MTN Ivory Coast - source REAP Consulting (Pty) Ltd - 2008
We have been involved with and using CMAT™ for the past 3 years. It has helped us in stating the baseline in Customer Management as well as measuring our progress against a robust matrix of themes. By adding the FRAME approach, the operation has been able to focus more deeply on some specific and transversal themes and practices. The impact on the teams has been phenomenal in terms of understanding and involvement in the route to improvement in this journey.
Alan Price-Mbida, GM: Commercial & Customer Care, MTN Ivory Coast.
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CMAT™ Views – London Business School - source QCi Assessment Ltd
“With a 0.8 correlation to business performance CMAT™ is unique in its ability to link business performance to customer management practices”
Tim Ambler, Senior Fellow Marketing, London School of Business.
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CMAT™ Views – IBM - source QCi Assessment Ltd
“It helps organisations move from hoping to planning for value creation in CRM in a way no other asset in the marketplace can provide”.
Bill Pieroni, GM Global Insurance, IBM Baker Scholar, Harvard.
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CMAT™ Views – Gartner - source QCi Assessment Ltd
“The Best CRM Diagnostic Tool out there.”
David Flint, Senior Analyst, Gartner.
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HSBC - source QCi Assessment Ltd
“The CEO found the CMAT™ report so useful he has used it to confirm his positive revenue outlook for next year” “Marketing found the study so useful that the CRM team now have bonus objectives linked to their next CMAT™ score”
Quotes from post CMAT™ client feedback interviews.
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