CRM Program Maturity Assessment by demandmetric

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									                                                                                                                                         CRM Maturity Assessment

Instructions

This diagnostic and assessment tool is to help measure an organization's level of CRM maturity and capabilities across a series of business categories and best practices.


1. In the "Weighting" tab, set the weighting for each category based on relevancy and current business needs.                                              Ranking Scale

2. In the "Self Assessment" tab, rank your organization on a scale of 1-5 on your compliance with each best practice.                                      1 - Strongly Disagree


3. Check the "Results" tab to identify your current/goal state of CRM maturity in each business category and best practice.                                2 - Disagree


4. View the "Recommendations" tab for actionable advice on how to improve your company's CRM capabilities.                                                 3 - Moderately Agree


                                                                                                                                                           4 - Agree


                                                                                                                                                           5 - Strongly Agree
                                                                                                                                                                           CRM Maturity Assessment
Customize this tool by changing the weighting scale for each assessment category.

  Weighting Scale

                            Business                                                                                                                                                       Enabling
  Senior      Customer-                   Customer                                                                                                      Process Maturity     Data                        Enabling
                             Goals &                    Customer   Knowledge    Business                       Campaign    Performance   Touch-Point                                      Technology
Management
Commitment
               Centric
             Organization
                            Objectives
                                         Satisfaction
                                         Management
                                                        Strategy    Creation   Intelligence
                                                                                              CRM Analytics
                                                                                                              Management   Management     Integration
                                                                                                                                                        & Documentation Management
                                                                                                                                                             Level       & Integration
                                                                                                                                                                                         User Training
                                                                                                                                                                                                        Technology
                                                                                                                                                                                                       User Adoption
                                                                                                                                                                                                                       Total
                            Alignment                                                                                                                                                      & Support




  20%          15%            5%            5%           5%         5%              5%           5%             5%           5%            5%                5%              5%             5%            5%           100%
                                                                                                      CRM Maturity Assessment - Self Assessment
Rank the organization's compliance with each best practice by assessment category using the drop-down box in the Score column.

   Senior Management Commitment
   Description of Best Practices                                                                                                     Score   Notes/Comments


   Senior management understand CRM is a business philosophy and complex, long-term strategic initiative and not a technology
   implementation.                                                                                                                    5

   Senior management has committed to providing adequate financial, human, and technical resources to ensure the success of
   CRM across the enterprise.                                                                                                         4

   Senior management is prepared to enhance current CRM enabling technology and infrastructure to ensure that it is stable,
   reliable, and has been incorporated into disaster recovery plans.                                                                  3

   Senior management have set a clear CRM vision, mandate, objectives, and roadmap with milestones and delivery dates.                4

   Senior management is dedicated to improving customer service and support across the enterprise.                                    4
   Customer-Centric Orientation
   Description of Best Practices                                                                                                     Score   Notes/Comments


   Customers are strongly focused on by all functional departments within our business.                                               4

   Customer needs drive our business planning, decision-making and strategy.                                                          3

   Customer profiles have been developed, documented and distributed to sales, marketing, service and product management
   functions.                                                                                                                         3

   Customers that deal with multiple staff and/or departments do not have to repeat information to each department's staff members
   to have their issues resolved.                                                                                                     4

   Service level agreements have been established with clear escalation protocols.                                                    2

   We have solid loyalty/reward/retention programs in place to increase customer retention rates.                                     3
   Business Goals & Objectives Alignment
   Description of Best Practices                                                                                                     Score   Notes/Comments


   There is a general trend in our industry to adopt and implement CRM as a business philosophy, discipline and strategy.             5

   CRM is a key strategic initiative that has been slated in our business strategic plan.                                             2

   Achieving success through CRM will help to achieve future enterprise goals and objectives.                                         4

   Senior management agrees that CRM is critical for meeting future business goals and objectives.                                    3

   Each functional department has documented clear CRM goals, objectives and deliverables.                                            1

   Senior management clearly understand CRM and how it can benefit the business.                                                      3
   Customer Satisfaction Management
Description of Best Practices                                                                                                        Score   Notes/Comments


We have a continuous customer satisfaction survey program that monitors the health of our customer attitudes and relationships.       1

We understand the concept of Net Promoter Score and have implemented NPS to monitor "moment-of-truth" customer
satisfaction.                                                                                                                         1

We follow up on the results of our customer satisfaction surveys and implement feedback across the business where appropriate.        2

We have a tiered customer support system and effectively escalate and resolve customer issues in a timely manner.                     2
Customer Strategy
Description of Best Practices                                                                                                        Score   Notes/Comments


We have a clearly articulated strategy for how to acquire, grow, retain and value our customers.                                      4

We believe that all customers are not created equal and should be treated differently.                                                4

Customers are identified and targeted for differentiated treatment based on behavioral, attitudinal and financial characteristics.    3

We make relationship investment decisions based on the customer's lifetime value.                                                     1
Knowledge Creation
Description of Best Practices                                                                                                        Score   Notes/Comments


The value of transforming data into actionable insights and knowledge is acknowledged and recognized within our company.              5

Insights-based knowledge is applied regularly to drive strategy, improve tactics and to support business decisions                    5

Insight-driven action plans are tracked, monitored and evaluated for business impact.                                                 5

We have the internal staff with the skills, competency and expertise to transform data into actionable insights and knowledge.        4

Customer knowledge is shared with key departments and functions to attain a holistic view and understanding of the customer
across the business.                                                                                                                  4
Business Intelligence
Description of Best Practices                                                                                                        Score   Notes/Comments


We have an enterprise business intelligence strategy and framework that is continually maturing and evolving.                         3

Our enterprise business intelligence framework provides real/near-real time access to KPI's and information that is reliable and
consistent over time.                                                                                                                 3

Our enterprise business intelligence strategy is supported by an integrated architectural framework that enables data governance
and an enabling technology platform that supports the transformation of data into information.                                        4

Data quality and integrity is the foundation of our enterprise business intelligence strategy; data is governed as to the source,
accuracy, quality, and speed of availability.                                                                                         2
CRM Analytics
Description of Best Practices                                                                                                        Score   Notes/Comments


We view analytics as a competitive differentiator for our company in our industry.                                                    4
Analytics enables us to better understand the past behavior of customers.                                                                4

Analytics allows us to anticipate the future behavior of our customers.                                                                  3

We consistently leverage analytics to target the right customers, at the right time, with the right offer, through the right channel.    4
Campaign Management
Description of Best Practices                                                                                                           Score   Notes/Comments


We have a robust campaign management methodology and process within the Marketing department to plan, execute, track,
measure, report and analyze marketing campaigns.                                                                                         3

We use marketing automation technology to efficiently manage our internal customer marketing campaign workflow and
processes.                                                                                                                               4

Campaigns are continually tested and evaluated across a variety of dimensions including targeting, offer, creative and channel to
determine which contributes the best performance.                                                                                        3

Results of all marketing campaigns are tracked, measured, reported and analyzed immediately following the conclusion of every
campaign.                                                                                                                                4

Key learning's from campaign post analysis are reviewed and changes to marketing plans are implemented.                                  2
Performance Measurement
Description of Best Practices                                                                                                           Score   Notes/Comments


Performance measurement was originally introduced, and is continually championed and promoted, by our senior executive.                  3

Performance measurement succeeds when our company's strategic and business performance measures are in alignment with
overall organizational goals.                                                                                                            3

Multi-directional and cross-functional communication consistently takes place within our organization which is crucial for
establishing and maintaining a successful performance measurement framework.                                                             4

We have implemented a disciplined and rigorous performance measurement methodology and system that consistently tracks,
measures and reports business, customer and campaign KPI's.                                                                              4
Touch-Point Integration
Description of Best Practices                                                                                                           Score   Notes/Comments


Touch points are important because customers form perceptions of our company and brand based on their cumulative touch point
experiences.                                                                                                                             5

We consistently fulfill our brand value proposition across all touch-points to ensure an exceptional and repeatable customer
experience.                                                                                                                              4

All "push" and "pull" customer interactions and touch points are mapped across our business.                                             4

The customer experience is mapped across all touch points as they move through their lifecycle (suspect, prospect, customer,
advocate).                                                                                                                               3
Process Maturity & Documentation Level
Description of Best Practices                                                                                                           Score   Notes/Comments


We have defined and documented repeatable and measureable processes for Sales.                                                           3

We have defined and documented repeatable and measureable processes for Marketing.                                                       3

We have defined and documented repeatable and measureable processes for Customer Service Operations.                                     3
We have defined and documented repeatable and measureable processes for Customer Service Operations.                                    3

We have defined and documented repeatable and measureable processes for Product Management.                                             3

We have defined and documented repeatable and measureable processes for Billing Operations.                                             3

Clear metrics exist in each functional department to evaluate their performance & productivity.                                         3
Data Management & Integration
Description of Best Practices                                                                                                          Score   Notes/Comments


Customer reference data (name/address/city/province/postal code/phone/email) across the enterprise is synchronized, integrated
and safely stored in a central data warehouse.                                                                                          2

Customer activity data (transactional/behavioral/financial) across the enterprise is synchronized, integrated and safely stored in a
central data warehouse.                                                                                                                 4

A unique customer identifier, i.e., customer account #, is used across all enterprise systems and databases.                            3

IT/IS has taken responsibility for master data management stewardship across all departments/systems/databases; each
functional department has committed to keep data as clean as possible and free from errors.                                             2

All key customer interaction groups have direct access to an intuitive graphical user interface and enabling CRM system that
contains a single view of our customer.                                                                                                 4
Enabling Technology User Training & Support
Description of Best Practices                                                                                                          Score   Notes/Comments


We have allocated budget and resources to CRM enabling technology end-user training & support.                                          3

There is adequate time for all user groups to be trained well in advance of a planned CRM enabling technology roll out.                 3

There are experienced staff in place to provide CRM enabling technology training, support, and administration.                          2

Clearly defined job descriptions for CRM staff have been created and all essential positions are filled.                                4

There is a clear knowledge transfer plan from the CRM implementation consultants to the front-line managers who will be
responsible for training post-implementation.                                                                                           4

Our CRM enabling technology vendor/partner has a service level agreement for application support.                                       4
Enabling Technology User Adoption
Description of Best Practices                                                                                                          Score   Notes/Comments


Senior management has mandated that end users adopt and use the CRM enabling technology system.                                         3

User adoption reports are generated and distributed to senior management.                                                               3

Post-training job aids and support tools are provided to all CRM enabling technology end users (FAQs, etc.)                             2

On-going end user coaching and quality assurance processes are in place and are measurable.                                             4
                                                  Current G Goal
CRM Success Drivers                                                                                               CRM Maturity Index
                                                   State o State
                                                          a
Senior Management Commitment                       4.0        4.5
                                                                                                                            Senior
Customer Centric-Organization                      3.2        3.7                                                         Management
                                                                                                                          Commitment
                                                                                                    Enabling              5.0                    Customer
                                                                                                   Technology                                     Centric-
                                                                                                  User Adoption                                 Organization
Business Goals & Objectives Alignment              3.0        3.5                  Enabling
                                                                                                                          4.0
                                                                                                                                                                  Business Goals
                                                                                 Technology
                                                                                                                                                                   & Objectives
                                                                                User Training &
                                                                                                                                                                    Alignment
                                                                                   Support
                                                                                                                          3.0
Customer Satisfaction Management                   1.5        2.0
                                                                                                                          2.0
                                                                          Data                                                                                               Customer
Customer Strategy                                  3.0        3.5     Management &
                                                                       Integration
                                                                                                                                                                            Satisfaction
                                                                                                                                                                            Management
                                                                                                                          1.0


Knowledge Creation                                 4.6        5.0      Process
                                                                                                                          0.0
                                                                      Maturity &                                                                                              Customer
                                                                    Documentation                                                                                             Strategy
                                                                        Level
Business Intelligence                              3.0        3.5

CRM Analytics                                      3.8        4.3            Touch Point
                                                                             Integration
                                                                                                                                                                        Knowledge
                                                                                                                                                                         Creation




Campaign Management                                3.2        3.7                          Performance                                                    Business
                                                                                           Measurement                                                   Intelligence


Performance Measurement                            3.5        4.0                                             Campaign
                                                                                                             Management
                                                                                                                                       CRM Analytics




Touch Point Integration                            4.0        4.5

Process Maturity & Documentation Level             3.0        3.5

Data Management & Integration                      3.0        3.5

Enabling Technology User Training & Support        3.3        3.8

Enabling Technology User Adoption                  3.0        3.5

CRM Maturity Score (out of 100)                          67
                                              5       24.75
                                                                                     CRM Maturity Assessment - Recommendations

CRM Success Drivers                                                            Scores    Recommendations

Senior Management Commitment

Senior management understand CRM is a complex, long-term initiative              5       0


Senior management has committed to provide resources to ensure success           4       0

                                                                                         If you are planning to implement an on-premise solution, consult your CIO to
CRM system is stable, reliable, and has been incorporated into DR plans          3       determine IT requirements.

Senior management have set clear project milestones and delivery dates           4       0


Senior management is dedicated to improving customer service & support           4       0


Customer Centric-Organization

Customers are strongly focused on by all enterprise departments                  4       0

                                                                                         Ensure marketing has a seat at the board room table and adequately
Customer needs drive business planning & decision-making                         3       represents customer needs & interests.
                                                                                         Use our Customer Profile tool to identify demographics, psychographics, and
Customer Profiles have been distributed to sales & service staff                 3       behaviors of key segments.

Customers do not have to repeat information to multiple staff                    4       0

                                                                                         Use our Service Level Agreement tool to document your support and issue
Service level agreements have been established with escalation protocols         2       escalation protocols/timeframes.
                                                                                         Develop loyalty programs that reward long term customers and promote
We have solid loyalty/retention programs to increase retention rates             3       referrals.

Business Goals & Objectives Alignment

There is a general trend in your industry to add or improve CRM systems          5       0

                                                                                         Consult your strategic plan to determine if your organizational objectives are
CRM is an initiative that has been slated in your enterprise strategic plan      2       related to CRM programs.

Achieving success with CRM will help to achieve future enterprise goals          4       0

                                                                                         Speak with senior leaders to determine which future initiatives they have
Senior management agrees that CRM is critical for meeting future goals           3       slated require CRM functionality.
                                                                                         Interview department heads to identify and document clear goals and
Depts have documented clear goals & deliverables for a CRM system                1       expectations from your CRM program.
                                                                                         Provide whitepapers and case studies to senior executives to ensure they
Senior management understand CRM and how it can benefit the business             3       understand the impact of CRM.

Customer Satisfaction Management
                                                                                         Use our Customer Satisfaction Survey to gauge customer loyalty and identify
We conduct a customer satisfaction survey at least one per year                  1       areas for improvement.
                                                                                         Research the "Net Promoter Score" concept and determine how many of your
We understand the Net Promoter Score & 'The Ultimate Question'                   1       clients would refer a friend.
                                                                                         Write a follow up report that highlights action items taken based on customer
We follow up on results of customer surveys and implement feedback               2       satisfaction survey results.
                                                                                         Set up a tiered customer support process and measure the number/type of
We have a tiered support system & effectively resolve customer issues            2       tickets that are escalated.

Customer Strategy

Every company has a clearly articulated strategy                                 4       0


Not all customers are created equal and should be treated differently            4       0

                                                                                         Assess the performance of customer marketing campaigns based on current
Customers are identified & targeted based on key common characteristics          3       targeting criteria
                                                                                         Review and assess the current customer information on which decisions are
Relationship investment decisions are based on the CLV                           1       based on richness of offer

Knowledge Creation

Transforming data into insights & knowledge is acknowledged & recognized         5       0


Insights-based knowledge is applied regularly to drive strategy                  5       0


Insight-driven action plans are tracked, monitored and evaluated                 5       0


We have the internal skill-based competency & expertise                          4       0


Customer knowledge is shared with key departments and functions                  4       0


Business Intelligence
                                                                                         Interview senior management to determine if business intelligence is a priority
Our business intelligence strategy that is continually maturing and evolving     3       in the organization
                                                                                         Assess the current "speed to business" relative to easy access to meaningful
Our BI framework provides real time access to reliable & consistent info         3       & reliable information across the org.
Our BI strategy is supported by an integrated architectural framework             4   0

                                                                                      Interview senior management about their need for accurate and reliable
Data quality & integrity is the foundation of our BI strategy                     2   information in a timely manner

CRM Analytics

Analytics is viewed as a competitive differentiator in our industry               4   0


Analytics enables better understanding of the past behaviors of customers         4   0

                                                                                      Address the benefits of having the ability to predict or anticipate future
We deploy analytics to allow us to anticipate customers future behaviors          3   customer behavior

Analytics supports targeting customers, at the right time, offer, & channel       4   0


Campaign Management
                                                                                      Assess current campaign management processes & capabilities for activities,
A robust campaign management methodology & process is implemented                 3   tasks, hand-offs and level of effort

Marketing automation technology is used to efficiently                            4   0

                                                                                      Consider adopting a test and learn methodology in order to maximize
Campaigns are tested across a variety of dimensions                               3   response and optimize marketing spend

Results of all campaigns are tracked, measured and reported                       4   0


Key learning's from campaign post analysis are reviewed                           2   Adopt a "what get's measured, gets managed" mentality


Performance Measurement
                                                                                      Interview senior management to determine if performance measurement is a
PM was originally introduced is continually championed by Sr. Mgnmt.              3   priority in the organization
                                                                                      Review company's current strategic plan to determine if performance
PM succeeds when strategic & business performance measures are aligned            3   measures are aligned with corporate goals

Multi-directional, cross-functional communication is critical for Successful PM   4   0


Disciplined & rigorous PM methodology is implemented, measured, tracked           4   0


Touch Point Integration

Touch points are important because of customers perceptions                       5   0


We consistently fulfill our brand value proposition across all touch-points       4   0


All "push" & "pull" customer touch points are mapped across the enterprise        4   0

                                                                                      Perform an audit of all customer touch-points and map them across the
The customer experience is mapped across all touch points                         3   customer lifecycle

Process Maturity & Documentation Level
                                                                                      Define your sales process and identify where the CRM system will automate
Processes are documented for Sales                                                3   workflows.
                                                                                      Define your marketing processes and identify where the CRM system will
Processes are documented for Marketing                                            3   automate workflows.
                                                                                      Define your customer service processes and identify where the CRM system
Processes are documented for Customer Service                                     3   will automate workflows.
                                                                                      Define your order taking process and identify where the CRM system will
Processes are documented for Order Management                                     3   automate workflows.
                                                                                      Define your billing process and identify where the CRM system will automate
Processes are documented for Billing                                              3   workflows.
                                                                                      Define metrics for performance & productivity for each department and create
Clear metrics exist in each dept to evaluate performance & productivity           3   standard reports in CRM.

Data Management & Integration
                                                                                      Develop a disaster recovery plan for your CRM data by backing up and
Customer information is safely stored in a warehouse or online                    2   hosting offsite or online.

Product information is safely stored in a warehouse or online                     4   0

                                                                                      Standardize on a unique identifier for all departments to promote easy
We have one unique customer identifier used across all departments                3   information retrieval.
                                                                                      Work with your IT department to create a data management policy and ensure
I/T has taken responsibility for data management across all departments           2   data stays accurate.

The Sales dept has direct access to an order-management interface                 4   0


Enabling Technology User Training & Support
                                                                                      Determine the cost of training programs and the staff hours required to set a
Budget and resources have been put aside for end-user training & support          3   clear budget for CRM training.
                                                                                      Consider taking a phased approach to training and rolling out the CRM
There is enough time for all groups to be trained well in advance                 3   application.
                                                                                      If you haven't already, dedicate a CRM power user or system administrator
There is staff in place to provide training, support, & system administration     2   who will "own" the system.

Job descriptions for Sales Support staff have been created & positions filled     4   0


There is a clear knowledge transfer plan from consultants to managers             4   0
    Our CRM system provides a clear service level agreement                                                           4   0


     Enabling Technology User Adoption
                                                                                                                          As user adoption is critical for the success of the application, have senior
    Senior management has mandated that end users adopt the system                                                    3   leaders mandate usage.
                                                                                                                          Create a monthly report to demonstrate what percentage of users are
    User Adoption reports are generated and fed back to senior management                                             3   regularly using the system.
                                                                                                                          Develop cut-sheets and paper based training documents to reinforce
    Post-training job aids and support tools are provided to all end users                                            2   classroom training on the job.

    Coaching and quality assurance processes are in place & are measurable                                            4   0

Communicate with senior leaders that CRM is a business philosophy not a software implementation project.
To gain support, use our CRM Business Case tool to help senior management understand the value of CRM.
If you are planning to implement an on-premise solution, consult your CIO to determine IT requirements.
Use our Project Charter template to set clearly defined goals, objectives, timelines, and success measures.
Interview your senior stakeholders to confirm that customer support & service is currently a top priority.

Conduct competitive research & read analyst reports to determine if CRM is prevalent in your industry.
Consult your strategic plan to determine if your organizational objectives are related to CRM programs.
Brainstorm future use cases for CRM programs that can help you achieve long-term objectives.
Speak with senior leaders to determine which future initiatives they have slated require CRM functionality.
Interview department heads to identify and document clear goals and expectations from your CRM program.
Provide whitepapers and case studies to senior executives to ensure they understand the impact of CRM.

Define   your sales process and identify where the CRM system will automate workflows.
Define   your marketing processes and identify where the CRM system will automate workflows.
Define   your customer service processes and identify where the CRM system will automate workflows.
Define   your order taking process and identify where the CRM system will automate workflows.
Define   your billing process and identify where the CRM system will automate workflows.
Define   metrics for performance & productivity for each department and create standard reports in CRM.

Develop a disaster recovery plan for your CRM data by backing up and hosting offsite or online.
Consider building a data mart or data warehouse to store all product related information.
Standardize on a unique identifier for all departments to promote easy information retrieval.
Work with your IT department to create a data management policy and ensure data stays accurate.
Streamline your new order process by providing Sales with a mobile order entry interface.

Promote customer-centricity by explaining to each department how their function drives value for customers.
Ensure marketing has a seat at the board room table and adequately represents customer needs & interests.
Use our Customer Profile tool to identify demographics, psychographics, and behaviors of key segments.
Ensure that your CRM program mandates documentation of customer issues to avoid frustrating customers.
Use our Service Level Agreement tool to document your support and issue escalation protocols/timeframes.
Develop loyalty programs that reward long term customers and promote referrals.

Determine the cost of training programs and the staff hours required to set a clear budget for CRM training.
Consider taking a phased approach to training and rolling out the CRM application.
If you haven't already, dedicate a CRM power user or system administrator who will "own" the system.
Use our Director, Sales Support and CRM Administrator job descriptions to document responsibilities.
If you are working with a consulting firm ensure that they have a clear knowledge transfer methodology.
Before committing to a purchase of a CRM application, ask to see their service level agreement policy.

As user adoption is critical for the success of the application, have senior leaders mandate usage.
Create a monthly report to demonstrate what percentage of users are regularly using the system.
Develop cut-sheets and paper based training documents to reinforce classroom training on the job.
Audit the data going into the CRM system and add data quality as a metric in your QA program.

Use our Customer Satisfaction Survey to gauge customer loyalty and identify areas for improvement.
Research the "Net Promoter Score" concept and determine how many of your clients would refer a friend.
Write a follow up report that highlights action items taken based on customer satisfaction survey results.
Set up a tiered customer support process and measure the number/type of tickets that are escalated.

Read "Competing on Analytics" by Thomas H. Davenport
Research articles and white papers on "customer segmentation"
Address the benefits of having the ability to predict or anticipate future customer behavior
Review the fundamental tenets of CRM and direct marketing

Interview senior management to determine if business intelligence is a priority in the organization
Assess the current "speed to business" relative to easy access to meaningful & reliable information across the org.
Review BI best practices relative to the current state within the company
Interview senior management about their need for accurate and reliable information in a timely manner

Interview senior leaders to understand their needs where insight-based decision making is concerned
Interview senior leaders to understand their needs where insight-based decision making is concerned
Develop and implement a formal process to track, monitor and evaluate the impact of insight-driven action plans
Insights skills are rare; identify internal staff with the opportunity to develop them or externally recruit
Develop a communication process that closes the gap & creates a learning environment across the org.

Review company business plans to determine if a customer lifecycle management strategy exists
Analyze the customer base to identify which customers generate the most revenue and profit
Assess the performance of customer marketing campaigns based on current targeting criteria
Review and assess the current customer information on which decisions are based on richness of offer

Assess current campaign management processes & capabilities for activities, tasks, hand-offs and level of effort
Consider MA technology if current campaign workflow and processes are time consuming and manually intensive
Consider adopting a test and learn methodology in order to maximize response and optimize marketing spend
Adopt a "what get's measured, gets managed" mentality
Assess and evaluate current campaign planning process and modify if required

Review customer experience/satisfaction studies to understand the impact of touch point interaction across the org.
Review customer experience/satisfaction studies to understand the impact of touch point interaction across the org.
Perform an audit of all customer touch-points and map them across the enterprise
Perform an audit of all customer touch-points and map them across the customer lifecycle

Interview senior management to determine if performance measurement is a priority in the organization
Review company's current strategic plan to determine if performance measures are aligned with corporate goals
Develop a communication process that closes the gap and creates a learning environment across the company
Adopt a "what get's measured, gets managed" mentality

								
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