Customer Strategy Assessment
How do we obtain organizational alignment?
The Customer Strategy Assessment audits the entire spectrum of an organization's internal practices and policies to assess organizational readiness for customer strategy implementation. Gaps are identified and recommendations for adaptation and improvement are provided. The CSA utilizes a ranking-based methodology to examine 25 different dimensions in the organization (e.g. hiring criteria, incentives, customer qualifications, strategy etc.) and the manner in which they fit within the deployment of the customer experience strategy.
While employees may regard the CSA as a transient initiative, we propose ways to hard code the customer experience principles into the organization to increase employee participation and collaboration.
Following strategy implementation, we utilize voice of the customer results to design a set of cross-functional and single-function measurements that will ultimately be used to track the progress of the customer strategy. Each function will have a dedicated scorecard to measure its individual performance and its position relative to the total organization-wide customer experience. These measurements are integrated into management and reporting tools to track overall strategy success.