How customer-focused are you? How engaged is your team? What strengths can you leverage, what weaknesses do you need to shore up to optimize customer value? What actions can you take to improve the customer experience? What Customer Success Score would you give yourself? Find out if you need a reality check. More…
Consider a critical sales channel / product group combination in your company–perhaps the most profitable, the fastest growing, or the combination most in trouble. Ask yourself:
External Factors—Ones You Cannot Directly Control
#1 Opportunity: Is the market situation attractive?
#2 Market Swings: Are you moving with the market?
#3 Must Haves: Do you meet the threshold requirements to have a viable offering?
#4 Momentum: Are you already active in the marketplace?
#5 Buzz: Is a positive story being told about you and/or your offering?
#6 Difficulty: Is it easy to get people to listen to what you have to offer?
Internal Factors—Ones You Can Directly Control
#1 Customer Relationships: Do relationships matter in executing your strategy?
#2 Brand Promise: Is it easy for customers to see why they should care?
#3 Product/Service Delivery: Do you deliver what you promise?
#4 Product/Service Performance: Does your offering perform as promised?
#5 Interpersonal Interactions: Do you generally treat people well?
#6 Resources: Are you resourced to create lasting value for customers?
#7 Synergy: Is there cross-functional alignment and collaboration?
#8 Management: Do you drive the development of profitable customer relationships?
#9 Customer Experience: Is anyone in charge?
If you answered “yes” to all or most of the questions for a critical channel and product group combination, congratulations! You pass! You’re well aligned. If not, you need a reality check.
Customer Experience Wisdom: Responsibility for what the customer experiences is everyone’s job.
Are you where you’d like to be in a sales channel/product group combination or elsewhere?
Would you profit from an objective, third party confirmation that you are well-aligned to deliver customer success?
Why not invite us in for our Customer Success Alignment one-day workshop where your team can be hands-on with our comprehensive self-diagnostic model?
You’ll take away your Customer Success Score and practical, actionable ideas for improvement. So,