Customer Assessment

The Amazon Effect

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Customer assessment is a core service provided by Tompkins and is critical to determining target market, as well as product/service offering, promotional support, CRM, and channel access. Tools used to evaluate customer potential:

  • Performance gap analysis – objective view of client performance at key customers along major service parameters
  • Customer needs analysis – exploring priority needs/wants of customers, notably unmet needs, as means to determine penetration leverage by client
  • New product/service investigation -- testing acceptability of a new product or service among targeted customer group to determine viability of new product introduction, specifications of the product/service offering, and pricing
  • Opportunity mapping — identifying and quantifying most attractive customer targets
  • Voice of Customer (VOC) — probing target customers on various parameters to help shape client offering, CRM approach, competitive vulnerability, and extended service offerings
  • Benchmarking to develop strengths and weaknesses



Business Executives Leverage Supply Chains to Create Increased Shareholder Value

From the GoGoGo! Blog by Jim Tompkins: A Season of Change – Business Strategies Focusing on New Growth

The Amazon Effect: The innovations of Amazon make up one of the tipping points all industries must respond to. Learn more in this video on The Amazon Effect and what it means to you.