4 min read
Service Lifecycle Management 101
Aligning People, Processes, and Technology to Improve Post-Sale Durable Goods Customer Experiences and Revenue
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8 Key Questions
The answers to these eight key questions will indicate how you can make it easier for customers to do business with your company.
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How do customers interact with the company throughout the lifecycle of the relationship?
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What are customer’s expectations, wants, and needs at each touchpoint?
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What channels do customers prefer to use to achieve their desired outcome?
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What emotions motivate customers to progress to the next stage?
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How are prospects converted into customers and customers into advocates?
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How is customer experience measured during interactions at each touchpoint?
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What are the gaps or disconnects between interactions?
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How can areas that have a significant impact on customers or the company be improved?
ASSESSMENT
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