We are a service organization and need our people understanding our customers better. We provide a lot of data, systems and consulting to support this very thing but our metrics seem to be pegged and immovable.
Understanding the client = being in business... particularly for a services organization.
Hence assuming your customer information systems are in place (though I'm a bit skeptical here) AND assuming that you have the right metrics in place (are you sure?) you may want to clearly define what it means to understand your customers well, across job bands and roles.
i.e. only if an employee meets these standards can he/she claim to 'understand' the client. This will remove all ambiguity and subjectivity.
From this point on, it should be fairly straightforward and you should see the CSat and sales go up.
No comments:
Post a Comment