Customer Story - Product Implementation Strategy Created
The organization wanted to create a customer experience strategy that would guide organizational goals. The organization needed to assess the customer experience and identify gaps between the current state and customer expectations.
Call for Help:
- Immature and ill-defined customer communications, experience, and relationship management presented risks to proceed with a software implementation.
- Organization had outdated technology, procedures, operations, and policies that limited communication channels, response time, and product and service offerings.
- Limited data and analytics resources prevented in-depth customer insights.
- Organization lacked internal collaboration and project governance.
Farwell Advisor Support:
- Senior advisor developed a roadmap that articulated an overall product implementation strategy, aligned with business outcomes, structured leadership, and improved project governance.
- Advisor completed various customer experience activities and analysis.
- Organization established a baseline Net Promoter Score.
- Based on findings, the advisor made recommendations for the software.
Results:
The newly focused five-year program integrated customer experience.
- Organization gained an understanding of their customer and employee experience and operational processes, policies, and procedures.
- Resources were assigned to monitor and maintain risk mitigation and program success.
- Previously underserved customers were consistently in view and considered.
- Identified quick hits allowed for an early phased implementation, building workforce collaboration sooner.
