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Customer Performance Framework
developed in partnership with the
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.
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
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Market segmentation
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On-boarding of new customers
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Establishing service levels
Objective 4
Customer
Engagement
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Engagement management
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Advisory councils & communities
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Executive sponsorship and executive engagement
Objective 7
Customer Brand Advocacy
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Customer referencing
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Advocacy & engagement platform management
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Peer-to-peer & social advocacy
Objective 2
Customer Rescue / Retention
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Voice of the customer
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Issue resolution/key themes
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Communications & crisis management
Objective 5
Customer
Adoption
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Customer Success programs
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Cross-sell/Up-sell targeting & activity management
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Sales enablement tools & programs
Core Capabilities
Enabling
Programs
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Structure, Priorities, Roadmap
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Acquisition of new customers
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Advocating for customers
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Engaging with customers
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Developing brand advocates
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Communicating with customers
Objective 3
Customer
Effort
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Orchestration of customer care
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Cross-LOB orchestration of interactions
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Account management practices
Objective 6
Customer
Value
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Targeting: business case development
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Tracking: incremental measurement of progress through deployment
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Measuring: documentation of return on investment in production/service
Foundations
Analytics & Change Management
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Segmentation strategy
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Analytics, insights, customer data
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Customer, employee engagement programs
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Culture change
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Customer-centric MBO's