- Do you consider customer service as an integral and important part of your offering ? Are you aware of the needs of various types of customers and to what extent your competitors are meeting it ? Are you aware of what gaps do you need to fill and do you have explicit agenda for it?
- Do you have sensible and validated mechanisms for measuring satisfaction of various types of customers with you as well as that of your competition? Are you aware of the trends? Are you aware of what agenda you need to set as a result of the analysis of measurements?
- Do you know to what extent your various customers are loyal to you and why? Do you know the same about your competition? Are you aware of the trends?
- Do all people in the company know the voice of the customer as loudly and clearly as the voice of the financial figures?
- Do you know how you come across to your various types of customers at the various touch points (planned and unplanned) and what do the customers infer based on their experience? Do you know the same thing about your competitors ? Do you know what are the trends?
- Do you perform Win/Loss analysis to get a continuous updates on who your real competitors are and what you need to do?
- Do you calculate Net Promoter Scores?
- A Framework for using Customer Focus to
drive sales Basic customer focus process is using the
customer’s (buyer’s) perspective to plan and execute the sales process and the
5 pillars are :
- Creating a model of Buyer Personas
- Mapping the Buying Journey and Buying
Process
- Aligning Your Sales Process to this
-
Understanding Market Conditions and
Buyer Issues
- Aligning Your Sales Solution
Architecture
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