This framework is developed by a team of former McKinsey and Big 4 consultants. The presentation follows the headline-body-bumper slide format used by global consulting firms.
Transform your organization with this expert PPT on building a customer-centric model. Created by industry veterans, it covers key frameworks like McKinsey's Decision Journey. Six Building Blocks of CX Org is a 32-slide PPT PowerPoint presentation slide deck (PPT) available for immediate download upon purchase.
More and more organizations are shifting a traditional Product-focused model to becoming a Customer-centric Organization. To do this without incurring debilitating costs from added process and organizational complexity, the organization must be build a true Customer-centric Organization by completely transforming its operating model and business model.
A true Customer-centric Organization possesses capabilities across the following 6 building blocks:
Additional topics discussed in this presentation include McKinsey Decision Journey, Value Stream Mapping, Customer Value Proposition, Solution Development, Digital Transformation, and more.
This document also includes templates for you to use in your own business presentations.
This presentation delves into the essential components required to transform into a Customer-centric Organization. It outlines the critical need for a re-designed operating model that revolves around the customer, enhancing both satisfaction and profitability. The PPT emphasizes the importance of aligning the operating model with a well-defined customer segmentation strategy. This alignment ensures that specific business streams are tailored to maximize customer value.
The McKinsey Decision Journey framework is highlighted as a tool to understand and evaluate key touchpoints in the Customer Journey. This framework provides a structured approach to map out the customer's path from initial consideration to post-purchase experience. By leveraging this model, organizations can gain deeper insights into customer behavior and preferences, enabling more effective engagement strategies.
Additionally, the presentation showcases examples from various industries on how adopting a Solution Mindset can shift Customer Value Propositions. These examples illustrate how value-added services can transform traditional product offerings into comprehensive solutions that address customer needs more holistically. This approach not only enhances customer satisfaction, but also drives long-term loyalty and business growth.
This PPT slide outlines the significance of a customer-centric approach by analyzing the Customer Lifecycle and Customer Journey. The Customer Lifecycle represents the stages a customer experiences, such as transitioning from student to professional, each requiring tailored value propositions to meet evolving needs. Lifecycle Marketing leverages Digital Transformation technologies, including social listening and big data, to customize offerings for specific lifecycle phases. The Customer Journey, a modern framework, depicts a cyclical path to purchase with 4 distinct phases, contrasting the traditional linear sales funnel. This shift underscores the competitive landscape of customer engagement, where companies compete for loyalty at each stage, influenced by factors like product category and market maturity. Insights from both frameworks enable organizations to align strategies with customer needs, enhancing relationships and driving loyalty.
This PPT slide outlines a framework for redesigning business processes using Value Stream Mapping (VSM) to deliver maximum customer value while minimizing waste across 3 phases: Design, Build, and Sustain. The Design phase conceptualizes the product from the customer’s perspective, the Build phase focuses on efficient logistics for delivery, and the Sustain phase maintains product value throughout its lifecycle. VSM requires collaboration among stakeholders for accurate mapping, facilitated by an expert to navigate complexities. The eight key steps in creating a Value Stream Map include Sponsor Selection, Team Selection, Process Selection, Data Collection and Current State Map, Current State Evaluation, Future State Map, Action Plan, and Benefits Measurement. This structured approach helps organizations identify inefficiencies, streamline operations, and enhance customer satisfaction.
This PPT slide outlines how a solution mindset transforms customer value propositions across 5 industries: Truck Manufacturing, Aerospace Components, Utilities, Chemicals, and Pharmaceuticals. In Truck Manufacturing, integrating financing and service shifts the focus to life-cycle transportation cost reduction. Aerospace Components enhance high-performance fasteners with application and design support, leading to operational cost reductions. Utilities evolve from electricity reliability to energy asset maintenance, emphasizing total energy cost reduction. The Chemicals industry transitions from selling lubricants to offering usage and application design services, promising increased machine performance and uptime. Pharmaceuticals move from drug sales to comprehensive product support and outcomes-driven databases, improving patient management. This evolution into tailored, solution-oriented approaches is essential for maintaining competitiveness in each market.
This PPT slide outlines 6 essential building blocks for developing a customer-centric organization. The first block, "Customer Lifecycle and Journey Views," emphasizes understanding the entire customer journey from awareness to post-purchase interactions, enabling tailored strategies. The second block, "Solution Mindset," advocates for a problem-solving approach focused on delivering customer-centric solutions. "Advice Bundling" highlights the need for integrated solutions that simplify customer decision-making. The fourth block, "Frontline Customer Interface," stresses the importance of equipping frontline employees for effective customer engagement. "Fit-for-Purpose Business Processes" underscores the necessity of processes designed to support customer-centric initiatives. Finally, "Cross-Functional Effort" emphasizes collaboration across departments to align objectives for customer satisfaction. Balancing customer delight with company profit is crucial for sustaining a customer-centric approach.
This PPT slide analyzes the transition from a product-focused to a customer-centric organization. In a product-focused model, centralized decision-making limits frontline employee empowerment, and incentives tied to product performance can undermine customer satisfaction. Processes are often "one size fits all," complicating customization and leading to inefficiencies. In contrast, a customer-centric organization prioritizes innovation and employee authority at the customer interface, aligning incentives with customer economics and team performance. Business processes are tailored to specific customer needs, balancing customization with complexity. This model fosters cross-organizational collaboration, joint credit for successes, and trust among teams, enhancing customer experience and driving organizational effectiveness. Organizations must reconsider their structures, processes, and incentives to align better with customer needs.
Source: Best Practices in Customer Decision Journey, Operating Model, Customer-centric Organization, Customer Lifecycle PowerPoint Slides: Six Building Blocks of a Customer-Centric Organization PowerPoint (PPT) Presentation Slide Deck, PPT Lab
This framework is developed by a team of former McKinsey and Big 4 consultants. The presentation follows the headline-body-bumper slide format used by global consulting firms.
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