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Customer (and Partner) Segment Advocates
Patty's Dream Team: Roles and Responsibilities You'll Need for Your Customer-Centric Organization
October 23, 2008
By: Patricia Seybold
 
Executive Summary: 
Whose job is it to understand and to lobby for the needs and requirements of the customers in your most strategic customer segments? One key to success in becoming a customer-centric organization is to have strong customer and partner advocates with clout. Here are some role models and suggested responsibilities that may help you build or refine these roles within your company. We recommend that you combine customer segment advocates and partner segment advocates in a single organization. These advocates should drive and monitor your firm’s customer experience priorities. They should be measured on the Quality of the Customer Experience delivered and on the profitability and growth of the segment(s) they represent.

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Other Recommended Items:
Turn Customer Co-Design Insights into Action
How to Gain Momentum by Turning Customer Scenarios® into Operational Scorecards, Recommendations, and Action Items
2/8/2007 - By:Patricia Seybold
Price: $995

Leading an “Issues and Vision” Discussion with Customers (and Partners)
Tips for Gaining a Lot of Customer Context in a Short Time (and How to Kick Off a Customer Scenario® Mapping Session)
9/15/2005 - By:Patricia Seybold
Price: $995

Identifying Operational Customer Experience Metrics
How to Spot What Matters Most to Customers and Turn Those “Moments of Truth” into Metrics You Can Track
8/4/2005 - By:Patricia Seybold
Price: $995

 
 
 
 
 
 
Pages: 9
Format: PDF
License: Single User
 
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