Customer management involves people inside and outside the company. It is a two-sided coin. What happens among internal people has a ripple effect with external people and vice versa. Internal patterns among people go beyond analyzing data from an employee survey. You have to find and evaluate the attitudes and contributions of all people in the company.
This can help you with company accountability and develop a long-term organizational work program in pursuit of customer management excellence. It is also essential to foster a customer-focused culture.
What we need to study about people patterns includes “what do I get” from each group of employees, what is needed from each of them, and how synergies can be achieved through collaboration. Start with the people who facilitate various facets within the process: analytics, CRM, loyalty, referrals, service, user experience, voice of the customer, and so on. Coordinate their work and help them see their collective efforts as a whole and build on teamwork .
It is clear that you need to focus on customer service employees, but your success is limited by employees who do not have contact with customers and suppliers. You should also consider your partners and distributors.
Examine what drives all these people – what drives attitudes, behaviours and habits? Where do these patterns come from and how can you make positive trends exist across all these groups? Companies that figure this out will be the ones that will succeed in customer experience in the future.
Process Patterns in Customer Management
A holistic view of how processes impact others is essential to achieving kenya phone number customer-focused cost savings and correcting what causes customer and employee dissatisfaction. Barrier analysis ( PERT chart ), failure analysis (FMEA), process flow charts, Pareto analysis, 5-S , 8-D, and process maturity assessments can drive customer management transformation.
The customer experience journey is horizontal, not vertical or limited to a single touchpoint. Therefore, good customer experience strategies foster process functionality. Sometimes this leads to incremental improvements, and other times to the transformation of processes, policies, and even organizational structure.
Because our company exists to meet the expectations of our customers, we must embrace ideas that force us to continually align ourselves with the evolution of these expectations.