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The Customer Engagement Toolkit includes a set of best-practice templates, step-by-step workplans, and maturity diagnostics for any Customer Engagement related project. Please note the above partial preview is ONLY of the Self Assessment Excel Dashboard, referenced in steps 1 and 2 (see below for more details).
Through a 3-step process, this toolkit will guide you from idea to implementation. Please find a below a summary of the 3 steps.
STEP 1: Get your bearings
Start with the latest quick edition of the Customer Engagement Self Assessment book in PDF containing 49 requirements to perform a quickscan, get an overview and share with stakeholders.
Organized in a data driven improvement cycle RDMAICS (Recognize, Define, Measure, Analyze, Improve, Control and Sustain), check the example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation.
STEP 2: Set concrete goals, tasks, dates and numbers you can track
Featuring 996 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Customer Engagement improvements can be made.
The Self-Assessment Excel Dashboard; with the Customer Engagement Self-Assessment and Scorecard you will develop a clear picture of which Customer Engagement areas need attention, which requirements you should focus on and who will be responsible for them:
• Shows your organization instant insight in areas for improvement: Auto generates reports, radar chart for maturity assessment, insights per process and participant and bespoke, ready to use, RACI Matrix
• Gives you a professional Dashboard to guide and perform a thorough Customer Engagement Self-Assessment
• Is secure: Ensures offline data protection of your Self-Assessment results
• Dynamically prioritized projects-ready RACI Matrix shows your organization exactly what to do next
STEP 3: Implement, Track, follow up and revise strategy
The outcomes of STEP 2, the self assessment, are the inputs for STEP 3; Start and manage Customer Engagement projects with the 62 implementation resources. There are 62 step-by-step Customer Engagement Project Management Form Templates covering over 1500 Customer Engagement project requirements and success criteria.
Got a question about the product? Email us at [email protected] or ask the author directly by using the "Ask the Author a Question" form. If you cannot view the preview above this document description, go here to view the large preview instead.
Source: Best Practices in Customer-centric Organization Excel: Customer Engagement - Implementation Toolkit Excel (XLSX) Spreadsheet, Gerard Blokdijk
ABOUT THE AUTHOR: GERARD BLOKDIJK
Gerard is the CEO at The Art of Service. He has been providing information technology insights, talks, tools and products to organizations in a wide range of industries for over 25 years. Gerard is a widely recognized and respected information expert. Gerard founded The Art of Service consulting business in 2000. Gerard has authored numerous published books to date.
Gerard Blokdijk has published 305 additional documents on Flevy.
This business document is categorized under the function(s): Strategy, Marketing, & Sales
It applies to All Industries
File Size: 453.3 KB
Related Topic(s): Customer-centric Organization
Purchase includes lifetime product updates. After your purchase, you will receive an email to download this document.
This product contains a supplemental ZIP document.
Initial upload date (first version): Sep 8, 2020
Most recent version published: Sep 10, 2020
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