who owns the customer?

16
© 2002. All rights reserved. ClientXClient Inc. WHO OWNS THE CUSTOMER

Upload: client-x-client

Post on 28-Jan-2018

245 views

Category:

Leadership & Management


1 download

TRANSCRIPT

Page 1: Who Owns the Customer?

© 2002. All rights reserved. ClientXClient Inc.

WHO OWNS THECUSTOMER

Page 2: Who Owns the Customer?
Page 3: Who Owns the Customer?

© 2002. All rights reserved. ClientXClient Inc.

Marketing

Web

ProductManagement

Logistics

Operations

Sales

ecommerce

Finance Legal

CustomerService

Technology

Who Owns The Customer?

Page 4: Who Owns the Customer?

© 2002. All rights reserved. ClientXClient Inc.

Marketing

Web

ProductManagement

Logistics

Operations

Sales

ecommerce

Finance Legal

CustomerService

Who Owns The Customer?

Technology

Page 5: Who Owns the Customer?

© 2002. All rights reserved. ClientXClient Inc.

Marketing Web ProductManagement

LogisticsOperationsSalesecommerceFinance Legal CustomerService

Who Owns The Customer? Who Owns The Customer?Who Owns The Customer?

Technology

Who Owns The Customer?

Page 6: Who Owns the Customer?

© 2002. All rights reserved. ClientXClient Inc.

All rights reserved. Client X Client 908.350.3012

Customer Lifecycle

Company Functions

Information Systems

Page 7: Who Owns the Customer?

© 2002. All rights reserved. ClientXClient Inc.

All rights reserved. Client X Client 908.350.3012

Customer Lifecycle

Company Functions

Information Systems

Page 8: Who Owns the Customer?

© 2002. All rights reserved. ClientXClient Inc.

* Codify Customer Experience to Leverage & Integrate Disparate Technologies for

Customer Centricity

*”Organize (data, customer interactions) from Customer Worthy Book

Page 9: Who Owns the Customer?

© 2002. All rights reserved. ClientXClient Inc.

Customer Experience Ontology

A practical structure for BPO performance monitoring &

compensation

Ontology for continuous customer value improvement

Ontology for customer centric workflow design

Ontology for customer centric Design Thinking

Ontology for customer centric business process mapping

Ontology for customer centric data schema

Ontology for customer centric business rules design

Ontology for customer centric entity & object design

Who Owns The Customer?

Page 10: Who Owns the Customer?

© 2002. All rights reserved. ClientXClient Inc.

Codify Customer Experience to Leverage & Integrate Disparate Technologies for

Customer Centricity

Page 11: Who Owns the Customer?

© 2002. All rights reserved. ClientXClient Inc.

Customer Experience Ontology

A practical ontology for representing the customer for

machine learning

Ontology for customer centric system integration

Ontology for customer centric workflow design

Ontology for customer centric Design Thinking

Ontology for customer centric business process mapping

Ontology for customer centric data schema

Ontology for customer centric business rules design

Ontology for customer centric entity & object design

The Customer Experience Matrix Answers All the data and design questions technology has for marketing, sales and customer service

The Customer Experience Matrix Provides Information Model for Companies to‘Think Like a Customer’

For Information Technology (IT) Customer “Ownership” Requires Clear Roles & Permissions Definitions, Entity & Transaction Data Mapping and

an Customer Experience Information Model Representing The Entire Customer Experience Lifecycle

Page 12: Who Owns the Customer?

© 2002. All rights reserved. ClientXClient Inc.

Customer Experience MatrixTM:

Community

Outdoor

Affiliate

3rd Pty web

Wholesaler

Partner

Direct Mail

Email

Web

Call Center

Field Sales

Events

Retail

Branch

Support ReturnIdentification UsePurchaseSelectionAwareness

Customer Process

Ch

an

nel

VISUALIZE ORGANIZE MONETIZE OPTIMIZE

Page 13: Who Owns the Customer?

© 2002. All rights reserved. ClientXClient Inc.

CxC MatrixDepartment Responsibility & AccountabilityMetrics & KPIs

1. A

waren

ess

2. In

form

ation

3. Id

entificatio

n

4. Selectio

n

5. N

ego

tiation

6. C

on

tract

7. Lo

gistics

8. D

elivery

9. A

cceptan

ce

10

.$ C

ollectio

n

11

. Use

12

. Care &

Sup

po

rt

13

. Rep

air

14

. Disp

ose

15

. Co

mm

un

ity

Geography | | | | | | | | | | | | | | |

Digital | | | | | | | | | | | | | | |

Location | | | | | | | | | | | | | | |

3rd Party | | | | | | | | | | | | | | |

One-On-One | | | | | | | | | | | | | | |

Community | | | | | | | | | | | | | | |

Marketing

Advertising

Promotion

Communications

Product Management

Distribution

Operations

Sales

Operations

Delivery

Retail

Distribution

E-Biz

Communications

Sales

Third Parties

Finance

Product Management

Retail Operations

Re-Seller Management

Sales

Customer

Support

Operations

Sales

Page 14: Who Owns the Customer?

© 2002. All rights reserved. ClientXClient Inc.

We help clients:

Understand the value and potential of each

customer, in order to monetize, prioritize and

optimize customer relationships

Connect company goals to customer

performance for unprecedented competitive

advantage and unmatched planning, execution

and forecasting

Enable every decision-maker to make better,

more profitable decisions

Deliver satisfying, differentiating, profitable

experiences to each customer

Expertise:

Customer Value Optimization

Business Intelligence

Customer Experience Management

Marketing Technologies

CRM

Sales

Customer Operations

Segmentation

Database Marketing

Customer Profitability

Page 15: Who Owns the Customer?

© 2002. All rights reserved. ClientXClient Inc.

Next Generation of Customer

Insights & Analytics:

• Leadership

• Methods

• Metrics

• Technology

• Innovation

Page 16: Who Owns the Customer?

Michael R Hoffman

Contact: Michael R. Hoffman, [email protected] 908.350-3012

Thank You

WA

RN

ING

!

This

is d

ifficult,

so I

wro

te t

his

for

you