Operational Excellence Framework

Excellence in Service Oriented Organizations 

Customers are at the heart of any business. It therefore becomes critical to understand that any competitive business strategy is incomplete and any customer-facing process ineffective without a well defined Customer Relationship Management (CRM) Strategy.

A Customer Relationship Management (CRM) strategy is an implicit and explicit  business strategy supported by people, process, technology and social interaction, designed to engage the customer in a collaborative transaction that provides a mutually beneficial value in a trusted transparent business environment.

Any CRM strategy must recognize that satisfying customers is the sources of sustainable value creation. It requires a clear articulation of targeted customer segments and the value proposition required to fulfill them. Clarity of this value proposition is the single most important dimension of any customer related management strategy.

Another important goal of a CRM strategy is to evolve the enterprise from a marketing-oriented model based on product-centric approach, to a customer-centric model based on unique-customer-relationships.

 

Service Operations Excellence Strategy and Framework

Operational Excellence Strategy for service oriented enterprises is the integrated and aligned approach, methodology, solutions and processes used to comprehensively manage the customer’s interaction, experience, satisfaction and relationship with the company, product, brand and service.

The following models of Service Operations Excellence allows you to manage the customer's entire relationship with your product and company and therefore create, a customer lifetime value through key value drivers while addressing unproductive experiences.

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Coming next: Customer-Centric Service Experience (CCSE) - Design for excellence

For more information contact Kanwar at:
www.linkedin.com.in.kanwarsingh7
kanwar@incexecs.com   
Tel: 480-773-9738