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04 customer-driven processes
- 1. Customer-driven processes Manuel C. Manuel III University of the Philippines
- 8. The IDIC process implementation model Manuel C. Manuel III ... University of the Philippines IDENTIFY INTERACT DIFFERENTIATE CUSTOMIZE ANALYSIS ACTION
- 17. Implementing customer strategy Manuel C. Manuel III ... University of the Philippines STRATEGY IMPLEMENTATION LEVEL CAPABILITY IDENTIFY DIFFERENTIATE INTERACT CUSTOMIZE Consistent recognition of the customer Privacy policy, backed up by privacy pledge & commitment Common coding system for customer IDs Shared customer database Understanding of customer differentiation Models for value and research method for needs Ease in defining the right variables Strong data analysis tools Customer skills, training & metrics Enterprise-wide memory of customer at all touchpoints Framework for capture of value and needs Able to capture data at all points of interaction Accountability for each customer Cross-functional flow of systems Adequate information to allow customization Integration between front, back-office systems ORGANIZATION PROCESS INFORMATION TECHNOLOGY