Through our work with countless organizations, we have found
a number of common themes or "disconnects" between the desired
customer experience and what the organization actually delivers.
Perhaps you can recognize some of these in your organization:
Marketing and messaging are
not in alignment with delivery capabilities or practices
A "one size fits all" approach
or lack of customer segmentation
Lack of clear roles and
responsibilities, especially between Sales and
Delivery/Service and Support organizations
Focus on "my department / my
specialty" vs. "our customer"
Lack of cross-functional
Lack of an Account Management
model and defined "Account Team" with clear ownership of the
Lack of or antiquated service
deliver and support processes
Where formal processes do
exist, they were designed from the "inside-out" to achieve
operational efficiencies vs. "outside-in" to make it easy
for customers to do business with the firm
Lack of integration resulting
in no single repository from which to view the complete
customer profile and their history with the firm
- Significant investments in technology (such as CRM), but
are not achieving the intended benefits or ROI.
As you can see, these themes extend well beyond the customer
service department. We have a wealth of experience in
identifying these issues and developing a pragmatic approach to
resolving them. We focus on the areas for improvement
without throwing out all of the things your organization already
If you would like to learn more about our services or want to get
started, please contact us.
We would be happy to discuss our capabilities and your business
challenges to determine if Customer Centricity is a good fit for
<- Return to Customer
Experience Assessment Services.