Research and Assess
Digital Transformation, The Customer-Centric Approach
How effective is your customer journey?
Peter Drucker, the famous management consultant, author and educator, believed that a business's sole purpose is to create a customer. In that pursuit, it has two main functions: marketing and innovation. Marketing represents your customer interactions, while innovation is how you modify your products and services based on your customers' needs. To map your customer journey, I'll assess your marketing, customer success and service. For innovation, I'll focus on how you share your customer feedback internally, enhancing your ability to enable customer-centric innovation.
Visualizing your customer journey map
The outcome of the Research and Assess phase is a customer journey map representing how your organization interacts with customers across business functions. It also identifies whether customer feedback loops reach the decision-makers offering them intimate access to customer needs.
Breaking down the research by function
Marketing
We'll assess your marketing technology stack to learn where it helps you gain a competitive advantage and where it needs improvements.
Customer Success
We'll look at the software you use to onboard new customers, track their orders, and encourage them to make their next purchase.
Customer Service
We'll focus on what customer service software you use to manage clients and how effectively and efficiently your team processes their product and service concerns and returns.
Innovation
We'll audit your processes and technologies to learn how effectively you manage your client needs and share customer feedback.