Have an end-to-end view of the customer journey, the organizational stack at each stage and how well the customer expectations can be met through their experience
Anyone with PLC responsibilities
Straight consulting, Operational Strategy, Business Architecture
One Business Architect, four weeks over three months
Operational margins are restrained by organizational constraints. When viewed from the customer perspective, misalignments of resources relative to customer satisfaction opportunities become vividly clear. This method reveals quickly where the investments should be focused to increase profitability.
The document will depict
- Customer Stages, Key Customer Driver(s), Customer Goals, Customer Success Criteria
- Organization Phases, Organization Goals
- Key Content / Data, Key Metrics,
- Internal Stakeholders
- Tools / Systems
- Processes, Controls
