Working through others to drive customer-focused results


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Over the past few weeks I have contributed a series of blogs featuring several personas, or key individuals that are the most common and important users of customer intelligence. These are a few of the key individuals that rely on customer intelligence to succeed in their roles and to drive results for their company. At least they should!

In each of these blogs their role, their needs, and how to best work with them is discussed. Top customer experience professionals know how to get things done with and through these people.

But it doesn’t stop there.

There are countless individuals and groups throughout any company that can improve the way they work through customer intelligence. Other common functions include channel management, network partners, distributors, channel operations, order processing, logistics, human resources, and back-end system groups such as billing, credit, contracts, procurement, and finance.

Take a moment to review the diagram below.

Corporate groups

Consider how many of these groups you touch today. Most customer experience professionals isolate their activity to just a few. However, to really achieve top results you must target all the areas of your company where customer intelligence can make a difference.

Note: This is the conclusion in a series of blogs looking at the key users of customer intelligence.

Republished with author's permission from original post.

Patrick Gibbons
As senior vice president of marketing, Gibbons has global responsibility for definition, branding, and promotion of the company and its solutions. In addition, he works with market leading organizations to develop communication initiatives that engage employees around customer-focused strategies.


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