Module. 2Cross-organization customer modelling
Introduction
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For consideration
Customer experience is the driver of alignment across the organization.
Cross-organizational alignment means shared customer and prospective customer archetypes, data, Objectives and key results (OKRs) and key performance indicators (KPIs).
This impacts:
- Service delivery (care team)
- Product
- Customer research and product effectiveness validation
- Marketing
- Sales
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For consideration
This is about moving beyond "that's interesting” to enable each organizational unit to inform their work with actionable customer insights.
The purpose of this document is to:
- Introduce a basic framework for better considering users and their requirements as a shared initiative across the organization.
- Facilitate cross-organizational activities that improve collaboration and shared insights and collectively support optimizing the product and service towards improved client outcomes.