Analysis in Action

Complex information is communicated quickly and clearly through dashboards. In an ideal world, this should lead to better and faster understanding of business performance, thereby driving smarter and faster decisions. Translating those insights to effective and targeted actions, however, is far from easy.

Change Management Consulting and Mentoring

Success of any program hinges on stakeholder engagement. Although it’s tempting to cut corners and rush to deployment, when it comes to implementing new methodologies, an ounce of prevention is worth a pound of cure. Our team can help you identify readiness and resistance of your organization, link the change to relevant dynamics within your organization, and develop what-if scenarios, a buy-in roadmap, and a thorough stakeholder management strategy.

Challenges

We know that many companies have had limited success in doing so. What are the issues and challenges that inhibit the ability of organizations to put the voice of the customer to work?

Demonstrating the link between customer and financial metrics
Integrating different data sources to define priorities
Convincing managers of the validity of the collected customer intelligence
Getting senior management buy-in, especially when the actions require cross-functional cooperation
Identifying owners of actions
Pinpointing processes and practices that must be improved and coming up with how to make those changes
Establishing goals/targets for the planned improvements

Action Planning

CustomerImpact’s experienced consultants will take your organization through the steps to effective action planning and implementation. Through guided discussions and workshops, we take the various teams/departments through the process and ensure that no hidden obstacles will slow down or prevent the necessary actions from being taken. We use a set of practices, tools, and techniques that can be adapted to a variety of situations. The steps are as follows:

Awareness. The teams are taken through the key findings and data to ensure there is a common understanding of the areas that need to be addressed and what the issues are. In this context, current initiatives underway are discussed.
Motivation. Having an understanding of performance shortfalls and customers’ unmet expectations, as well as the role they play, should lead to a desire to make things better.
Knowledge. Discussions revolve around what it would take to institute the necessary changes, e.g., resources, systems, processes, appropriate people to be involved, timeframe.
Ability. Discussions cover the necessary new skills and behaviors, identifying whether training will be needed.

The Human Element

While it is important to look at processes that will be changed, we are very aware that there is always the human element, with the greater the magnitude of change desired, the greater the number of people issues that will arise. We know that it is important to start at the top, but that all layers of the organization must be involved and that leaders must be assigned at every level. Ongoing communication that reinforces the core messages and gives updates is critical. We work with you to transform the results into action, so that your strategic goals are realized.

Customer-Focus Incentive Strategies