Database Reference
In-Depth Information
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Ensure that everyone in the company dealing with the customer has access to the complete
picture of the customer.
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Put the technical infrastructure essential to provide a 360-degree view of the customer.
9.1.1.2.4 Streamline Business Processes That Impact the Customer
Here are some of the steps involved with this strategy pattern:
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Identify the actual end customer.
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Streamline processes from the end customer's point of view.
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Streamline the processes for the other key stakeholders.
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Continuously improve the processes based on the customer feedback.
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Give everyone involved a clear view of the process.
9.1.1.2.5 Establish a Customer-Centric E-Business Architecture
Enumerated here are some of the steps involved with this strategy pattern:
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Enable multiple touch points.
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Enable multiple channels for interaction.
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Integrate or interoperate multiple applications.
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Integrate or interface multiple customer and transaction databases.
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Integrate or interoperate with multiple partners.
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Make it easy for customers to do business with you anytime, anywhere, and via any
device.
9.1.1.3 Foster Customer Loyalty
The following are some of the steps involved with this strategy pattern:
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Increase the customer base.
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Increase the tenure, within the total customer life cycle, with the company.
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Measure the retention power.
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Measure the customer revenue.
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Measure customer costs.
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Measure customer profitability.
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Evaluate defection and loyalty.
9.1.1.3.1 Help Customers Do Their Jobs
Given here are some of the steps involved with this strategy pattern:
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Establish an understanding of how the customers do their jobs.
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Continuously refine the enterprise business processes to make it easier for the customers to
do their jobs.
