PHASE 2: CX GOVERNANCE

To launch and maintain a successful customer-focused culture, a top-down philosophy of governance is critical. Clearly defined CX governance will assure a sustainable, long-term shift instead of a short-term fad.

 

Provides the C-Level authoritative stamp on a major cultural initiative. For many companies, CX is hard to measure and is therefore considered a high-risk, “touchy feely” trend. But CX is proven to result in higher retention rates and customer lifetime value.

Rapid Diagnostic

1. The company has invested in CX by creating an organization specifically to design and execute CX.

2. The company has a Chief Customer Officer (CCO) or Chief Experience Officer (CXO) to lead CX.

3. You have dedicated resources that will focus on CX Design.

4. You have a CX core team that includes key leaders from Product, Marketing, Sales, and Customer Success.

5. The goals and objectives of CX are agreed upon by all functional leaders starting with the CEO.

6. You have finalized a CX design document that outlines the what, how, why, when, and where of CX.

7. You follow a user-centered approach to how you design your Sales & Marketing approach to the market.

8. You have a plan to talk to real people to uncover both known and unknown user needs.

9. You have defined the ideal CX that you will strive to attain.

10. A communication plan and long-term design roadmap exist and have been communicated to the company.

Deliverables

• CX Functional Alignment Plan

• CX Org Design

• CX Charter

• Design Thinking Methodology

• CX Long-Term Roadmap

INDUSTRY
STRATEGY AREA
CONTENT TYPE
Q1 Research Report for Private Equity
March 21 2019
Q1 Research Report for Private Equity
VIEW
Product - Sales Engagement Scorecard
March 21 2019
Product - Sales Engagement Scorecard
VIEW
Win Strategy Tool
March 19 2019
Win Strategy Tool
VIEW
previous
1 of 111
right
Loading...
Marketing Strategy
How The World’s Top CMOs Take Ownership of Customer Lifecycle Management (CLM)
The CMO who exclusively focuses on new lead generation is falling behind the market, their competitors, and their peers. This myopic view only focuses on one stage of the  Customer Lifecycle. Conversely, revenue driven CMOs are making massive impacts to...
Read More
Customer Experience Strategy
For Revenue Sake, Act Now to Engage Buyers and Influencers During Career Transitions!
Tis the season – we’re past the holidays – tis the season for career transitions. End of year bonuses have been paid, budgets have been set, and resource decisions have been made. Your first thought may be “oh no, there...
Read More
Go-To-Market Strategy
Why Do PE Firms Care About Customer Experience?
First, what is Customer Experience and why should you care? Private Equity firms care about Customer Experience (Cx),  because it is key to driving revenue growth, reducing the expense to bookings ratio, while providing customers with a great interaction across...
Read More
Customer Experience Strategy
Customer Experience – How to Benchmark Yourself to Best In Class Companies
In a recent article, we defined the right Key Performance Indicators for Customer Experience. If you have invested the time to collecting this information, your next step is comparing yourself to other companies.   Before we compare your Customer Experience to other...
Read More

Stay up to date with our latest insights, benchmarks, strategies & more

CREATE AN ACCOUNT

Join our team of passionate professionals and find your full potential

ALL OPEN POSITIONS