1. MEASURE, ANALYSE & PRIORITISE CUSTOMER FACING
SKILLS, KNOWLEDGE & ATTITUDES
A powerful tool for competitive advantage
The Mercuri International Online Competence Benchmark™
Flying high?
Most organisations in the world
recognise both the importance and
difficulty of having well equipped
customer facing people. The role of
customer facing people and those who
lead them has never been more
demanding. What skills, knowledge
and attitudes do these key people
need today and into the future? What
level are they at today and how do
they compare with others?
Know and Grow?
The Online Competence Benchmark™
is a web-based assessment tool that
can be used to identify the strengths
and weaknesses of individuals or
groups of salespeople, sales
managers, customer service people
and relationship / key account
managers. The tool was developed “We had high expectations when we
with three leading European
companies and is based on Mercuri’s commissioned this work but the
experience with over 18,000 competence benchmarking worked far more
companies across a range of sectors
and our experience of developing smoothly and has given us far greater
people in both global players and
niche market leaders. It provides
insights than any of us had expected!”
compelling insights into the current
levels of your peoples’ skills,
knowledge and attitudes. It allows you
Head of Corporate Global Relationship
to benchmark them against Mercuri's Management
profiles. It identifies areas of risk and
opportunity. It can help you plan areas Top 10 Insurance Co
for improvement and suggest the best
methods to make this happen
efficiently and effectively.
For more information contact:
MERCURI INTERNATIONAL
Ellis Mugridge
www.mercuri.co.uk
Consultant
Tel – 07515 394373
Email – ellis-mugridge@mercuri.co.uk
© Mercuri International 2010

2. MEASURE, ANALYSE & PRIORITISE CUSTOMER FACING
KEY ACCOUNT MANAGEMENT:
SKILLS, KNOWLEDGE & ATTITUDES
ARE YOU FLYING HIGH?
A powerful tool for competitive advantage
The Mercuri International Online Competence Benchmark™
On-line Competence
On-line Competence Benchmark™ Benchmark™ Unique
Tailored
A fully designed, highly flexible
solution to reflect your specific
Apply your language, definitions and
requirements
brand to Mercuri’s proven technology
and competence matrices.
Choose from 3 options for running the
OCB: Self-assess, Validated, 360°
Roles Available
Sales On-line Competence
Sales Management Benchmark™ Express
Key Account Management
Use the OCB with Mercuri's
Customer Service definitions without any changes
Channel Management and following a simple process
Available for teams or individuals
How does it work?
Input:
• We send each person a personalised
link and simple instructions.
• They complete the self-assessment
online (takes 30-45 minutes)
• Option to get peer or management
review and to validate with line
manager or coach.
Output:
• Individual receives report comparing
current levels with benchmarks.
• Business receives range of clear
powerful charts with interpretation,
conclusions and recommendations.
© Mercuri International 2010