Today the SSD community gathered to discover how to build a desired customer experience. While many companies have taken steps to define a remarkable and differentiated journey for their customers, significant gaps often exist between the “as-is” and “to-be” experience. John Zuk, a Principal with Waterstone Management Group, discussed some of the pitfalls that companies face when building the structure and capabilities needed to deliver their desired customer experience as well as accelerators that can help deliver results more quickly.
Topics covered included:
Role Definition: Pitfalls around roles and responsibilities across Sales, Services, Customer Success, and Support
Scale Considerations: How to structure pilots to quickly test design ideas. How to design for scale.
Technology: Evaluating technology options. Considerations for justifying technology investments.
Segmentation: Applying new segmentation criteria to your existing customer base: rollout and communication
Measures: Tips for designing interim and long-term metrics that align with milestones during the roll-out
Principal, Waterstone Management Group