Introducing
Your new presentation assistant.
Refine, enhance, and tailor your content, source relevant images, and edit visuals quicker than ever before.
Trending searches
Customer Expectation Management Method
6
The primary purpose of crafting Successful Customer Outcomes is create a fundamental focus for a process, set of processes or indeed complete enterprise strategy. The SCO extends way beyond legacy
inside-out thinking to create an actionable strategic and operational objective for the entire organisation.
Who is the customer?
We must be careful here. What we are trying to do is identify the category of people who are likely to be our customer, and who we want to be our customer.
What is the customer's
current expectation?
What is the process the
customer thinks they are
involved with?
This part of SCO Mind Mapping moves us towards the “outside-in” perspective where we can uncover how the process really effects the customer.
How does what we do impact Customer Success?
The Successful Customer Outcome –
what does the customer really need from us?
These things are measurable, personal, Outside In and S.M.A.R.T.
The One liner SCO: One line statement that explains the actual SCO
David Mottershead (http://linkd.in/aScTdJ)
Managing Director Outside In Consulting
Certified Process Master
Advanced BPM, Process & Customer Experience Consultant
Outside In Advocate (http://bit.ly/d9RKcf)
Speaker & Coach
Training and consulting services
Copyright
Outside In Consulting
BP Group