3. ADVANCED CUSTOMER MANAGEMENT
Advanced Customer Management - providing customized solutions
to segmented customer groups through unique delivery channels. Do you have
specific customer niches or groups to whom you target the sale of your products
or services? For example, women’s religious retirement communities are a niche.
Retirement communities aren't.
Do you provide customized solutions to these niches or the
same solution to most customer groups?
Do you use the same sales or delivery channel to service each
unique niche group?
4. ROBUST PROCESSES
Robust Processes - defining and developing effective and
efficient core business processes
Would your leadership team agree upon the core business processes
of your business? (Most don’t.)
Would your leadership team agree upon the amount of
flexibility or efficiency these key processes should have?
Have you specifically improved at least half of your key
processes in the past two years?
Would you define your key processes as ‘best in class” or
best practice? How do you know?
5. DIFFERENTIATED PRODUCTS AND SERVICES
Differentiated Products and Services - providing superior,
innovative and differentiated products and services
Would your customers define your products or services as
innovative or unique?
Do you have a ‘world class’ new product or service
development process?
Do the products or services you've introduced in the last 3
years account for at least 50% of revenues?
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