who owns the customer?
TRANSCRIPT
© 2002. All rights reserved. ClientXClient Inc.
WHO OWNS THECUSTOMER
© 2002. All rights reserved. ClientXClient Inc.
Marketing
Web
ProductManagement
Logistics
Operations
Sales
ecommerce
Finance Legal
CustomerService
Technology
Who Owns The Customer?
© 2002. All rights reserved. ClientXClient Inc.
Marketing
Web
ProductManagement
Logistics
Operations
Sales
ecommerce
Finance Legal
CustomerService
Who Owns The Customer?
Technology
© 2002. All rights reserved. ClientXClient Inc.
Marketing Web ProductManagement
LogisticsOperationsSalesecommerceFinance Legal CustomerService
Who Owns The Customer? Who Owns The Customer?Who Owns The Customer?
Technology
Who Owns The Customer?
© 2002. All rights reserved. ClientXClient Inc.
All rights reserved. Client X Client 908.350.3012
Customer Lifecycle
Company Functions
Information Systems
© 2002. All rights reserved. ClientXClient Inc.
All rights reserved. Client X Client 908.350.3012
Customer Lifecycle
Company Functions
Information Systems
© 2002. All rights reserved. ClientXClient Inc.
* Codify Customer Experience to Leverage & Integrate Disparate Technologies for
Customer Centricity
*”Organize (data, customer interactions) from Customer Worthy Book
© 2002. All rights reserved. ClientXClient Inc.
Customer Experience Ontology
A practical structure for BPO performance monitoring &
compensation
Ontology for continuous customer value improvement
Ontology for customer centric workflow design
Ontology for customer centric Design Thinking
Ontology for customer centric business process mapping
Ontology for customer centric data schema
Ontology for customer centric business rules design
Ontology for customer centric entity & object design
Who Owns The Customer?
© 2002. All rights reserved. ClientXClient Inc.
Codify Customer Experience to Leverage & Integrate Disparate Technologies for
Customer Centricity
© 2002. All rights reserved. ClientXClient Inc.
Customer Experience Ontology
A practical ontology for representing the customer for
machine learning
Ontology for customer centric system integration
Ontology for customer centric workflow design
Ontology for customer centric Design Thinking
Ontology for customer centric business process mapping
Ontology for customer centric data schema
Ontology for customer centric business rules design
Ontology for customer centric entity & object design
The Customer Experience Matrix Answers All the data and design questions technology has for marketing, sales and customer service
The Customer Experience Matrix Provides Information Model for Companies to‘Think Like a Customer’
For Information Technology (IT) Customer “Ownership” Requires Clear Roles & Permissions Definitions, Entity & Transaction Data Mapping and
an Customer Experience Information Model Representing The Entire Customer Experience Lifecycle
© 2002. All rights reserved. ClientXClient Inc.
Customer Experience MatrixTM:
Community
Outdoor
Affiliate
3rd Pty web
Wholesaler
Partner
Direct Mail
Web
Call Center
Field Sales
Events
Retail
Branch
Support ReturnIdentification UsePurchaseSelectionAwareness
Customer Process
Ch
an
nel
VISUALIZE ORGANIZE MONETIZE OPTIMIZE
© 2002. All rights reserved. ClientXClient Inc.
CxC MatrixDepartment Responsibility & AccountabilityMetrics & KPIs
1. A
waren
ess
2. In
form
ation
3. Id
entificatio
n
4. Selectio
n
5. N
ego
tiation
6. C
on
tract
7. Lo
gistics
8. D
elivery
9. A
cceptan
ce
10
.$ C
ollectio
n
11
. Use
12
. Care &
Sup
po
rt
13
. Rep
air
14
. Disp
ose
15
. Co
mm
un
ity
Geography | | | | | | | | | | | | | | |
Digital | | | | | | | | | | | | | | |
Location | | | | | | | | | | | | | | |
3rd Party | | | | | | | | | | | | | | |
One-On-One | | | | | | | | | | | | | | |
Community | | | | | | | | | | | | | | |
Marketing
Advertising
Promotion
Communications
Product Management
Distribution
Operations
Sales
Operations
Delivery
Retail
Distribution
E-Biz
Communications
Sales
Third Parties
Finance
Product Management
Retail Operations
Re-Seller Management
Sales
Customer
Support
Operations
Sales
© 2002. All rights reserved. ClientXClient Inc.
We help clients:
Understand the value and potential of each
customer, in order to monetize, prioritize and
optimize customer relationships
Connect company goals to customer
performance for unprecedented competitive
advantage and unmatched planning, execution
and forecasting
Enable every decision-maker to make better,
more profitable decisions
Deliver satisfying, differentiating, profitable
experiences to each customer
Expertise:
Customer Value Optimization
Business Intelligence
Customer Experience Management
Marketing Technologies
CRM
Sales
Customer Operations
Segmentation
Database Marketing
Customer Profitability
© 2002. All rights reserved. ClientXClient Inc.
Next Generation of Customer
Insights & Analytics:
• Leadership
• Methods
• Metrics
• Technology
• Innovation
Michael R Hoffman
Contact: Michael R. Hoffman, [email protected] 908.350-3012
Thank You
WA
RN
ING
!
This
is d
ifficult,
so I
wro
te t
his
for
you