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Voice of customer(29)
The process that the organization uses to understand the key expectations/needs of the different segments of the customers. Also the process by which organization captures the voice of the different segments of customers.
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Customer Relationship Management(23)
The process that the organization uses to build relationship with different segments of its customers and at different levels.
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Customer Segmentation(8)
The process that the organization uses to group its customers into different segments to be able to target the most attractive groups for the company.
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Building Loyalty(10)
The process that the organization uses to ensure repeat business/usage of its products/services on an ongoing basis.
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Customer Satisfaction Determination(26)
The process that is used by organization to determine the satisfaction of customers. Also the process to get feedback on products/services from customers.
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Customer Contact Mechanisms(12)
The process to provide access to organizations product/services or itself to existing/prospective customers. Also the process/practices that the organization uses to make it easy for a customer to contact/interact with the company for any need or a query or a complaint.
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Complaint Management(22)
The process the company uses to manage its complaints with a view to provide speedy response and satisfactory resolution and to prevent complaints.
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New Product Introduction process(14)
The process to introduce new products to meet either articulated or unarticulated needs of the customers.
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Sales Process(6)
The process through which the organization sells its product or service to the customers. eg. Some industries use experiential selling, while some other uses demonstrations in simulated environment. Other eg. of sales processes would be direct door to door selling of products.
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Process of encouraging Innovation in organisation(7)
The process used by the organization to encourage innovation w.r.t introducing products or usage of products or services for the benefit of the customers or increased effectiveness of its services. The process to define innovation and communicate innovation as a key ingredient for the future success or customer satisfaction.
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Strategic Planning with Focus on Customers(18)
The process of defining its strategy, or direction, and making decisions on allocating its resources to pursue this strategy, including its capital and people.
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Knowledge Management(10)
The process used by the organization to capture, store, disseminate internally about customer needs, expectation, unmet needs and competitor products and services.
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Leadership focus on Customers(4)
The practices by which the leadership of a company focuses on customers within the organization. Also, the tools a company uses to create a focus on customers within the organization.
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Employee Reward and Recognition for Customer Responsiveness(9)
The practices that company has towards recognizing/ rewarding/compensating employees for being more responsive or for providing superior service to customers.
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Continuous improvement(10)
The process to continuously improve practices related to customer experience.
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