Customer Model

Mastering the Customer Experience: The Key Drivers for Success

by IBF Management LLC

In today’s environment a successful enterprise requires a clear and sustainable competitive advantage in the marketplace. A strategic differentiation can be gained by focusing on the single most important element of success – the customer. A business can ensure success by managing the customer relationship and providing world-class customer care, field support and billing services as efficiently as possible. Prior to exploring the factors that influence customer service and the impact to the business, it is helpful to first appreciate the breadth of the design elements. The illustration below details the facets of developing and executing a comprehensive strategy that is oriented around a common, clearly communicated vision and migration path.

Business Architecture Business Architecture The target operating environment. Enabling Technologies Components Interrelated elements required to design and implement the end state.

Vision & Strategy

Organization & Training

Operating & Process Models

Customer Employee Management

Training Training Organizational Engineering Operations Management Product Management

Views Various, unique perspectives with each requiring definition within the architectural components.

Physical Infrastructure Infrastructure

Communications & Change Management

Process Engineering

Disciplines Required functional subject matter expertise

Functional Analysis

Program Management

Success is achieved through operational integration based on a structured alignment of disciplines across the enterprise. The following describes the key drivers and approach for mastering the customer experience.

CUSTOMER SERVICE DRIVERS

Several evolutionary drivers – regardless of industry – are having a profound impact on customer service: strategic value of customer care, an enterprise approach to customer relationship management, operational...