Where Governance Fits in Your Customer Experience Strategy
Phil Britt,
While companies may have a customer experience strategy in place, it won’t count for much if people throughout the organization don’t adhere to the plan. We asked some experts how companies can ensure their CX strategy is followed.
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Infuse CX Throughout the Company
Beyond tools and governance councils, adherence to the company strategy relies on fostering a company culture that is customer-obsessed, said John Allessio, chief customer officer at PROS. From the sales team on the front line to the legal team in the back office, there must be a shared customer-first mentality across the entire organization.
“Defining a set of metrics that places the customer front and center for each department is a way to start building a customer-centric culture,” Allessio added. “If employees can understand how their contributions to the organization impact the customer, and how each team works in harmony to drive the customer experience, then it’s much easier for them to rally around why having a customer-centric culture is imperative to company success and growth.”
Companies can also look to customer success teams to focus on driving value for the customer after the sale, a strategy many companies are using to deepen relationships with customers to ensure that they are able to maximize the value of the solutions, according to Allessio.