Customer Experience Management Solutions

Integration & Deployment

Measurement is only one component of successful stakeholder listening, and no matter what the quality of measurement, it alone cannot guarantee success. World class stakeholder measurement must be accompanied by sound integration and deployment plans, otherwise measurements will be challenged to deliver the value they should.

At Forum Research Inc., we see integration and deployment activities falling into three broad areas; at the program development stage, during the actual measurement process and once information has been collected, compiled, analyzed and interpreted. Experience with countless measurement programs, all too often shows that integration and deployment are areas of weakness in many corporate environments. While there may be many excellent measurement programs in place, many are not matched with excellent integration and deployment processes.

Our team of consultants regularly assists clients through these three key stages of the relationship measurement and management process. We provide recommendations around proper measurement positioning, finding and engaging measurement program ‘champions’, creating linkages to internal metrics, establishing a deployment management structure and hierarchy and building frameworks for ensuring the information delivered through a measurement program is acted upon.

Quite candidly, if we didn’t do these things, we wouldn’t have such an enviable record of client retention.