Customer Performance Framework

developed in partnership with the 

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The Customer Performance Framework is organized around 7 key objectives of the firm's customer strategy. Those objectives are enabled by specific programs and foundational capabilities.

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The purpose of the framework is to provide a highly structured approach to developing a complete customer strategy, and then to provide a clear roadmap for the necessary skills, programs, and metrics to execute that strategy.

Objective 1

Customer

Acquisition

  • Market segmentation

  • On-boarding of new customers

  • Establishing service levels

Objective 4

Customer

Engagement

  • Engagement management

  • Advisory councils & communities

  • Executive sponsorship and executive engagement

Objective 7

Customer Brand Advocacy

  • Customer referencing

  • Advocacy & engagement platform management

  • Peer-to-peer & social advocacy

Objective 2

Customer Rescue / Retention

  • Voice of the customer

  • Issue resolution/key themes

  • Communications & crisis management

Objective 5

Customer

Adoption

  • Customer Success programs

  • Cross-sell/Up-sell targeting & activity management

  • Sales enablement tools & programs

Core Capabilities

Enabling

Programs

  • Structure, Priorities, Roadmap

  • Acquisition of new customers

  • Advocating for customers

  • Engaging with customers

  • Developing brand advocates

  • Communicating with customers

Objective 3

Customer

Effort

  • Orchestration of customer care

  • Cross-LOB orchestration of interactions

  • Account management practices

Objective 6

Customer
Value

  • Targeting: business case development

  • Tracking: incremental measurement of progress through deployment

  • Measuring: documentation of return on investment in production/service

Foundations

Analytics & Change Management

  • Segmentation strategy

  • Analytics, insights, customer data

  • Customer, employee engagement programs

  • Culture change

  • Customer-centric MBO's