Let's get some flesh on the bones here.
Do we have a good understanding of your critical customer flow? This is the series of linear events that document the contact a customer has with the business.
Useful questions include:
- How do customers contact you?
- How do you respond to an enquiry?
- How do you convert to a sale?
- What happens after the sale is made?
- How do you onboard a new customer?
- How do you deliver your product or service?
- How do you nurture the customer?
- How do you get feedback?
Is this flow supported by the design of your organisation?
Cultural Leadership