Facilitate collaboration and enhance communication between Engineering, Marketing and Operations to ensure your organization understands the vision and direction for each technology, provides input on product strategy and gathers Customer Insights.

More Uses of the Customer Insight Toolkit:

  • Assure your organization participates in daily management team stand up meetings and proactively offers perspectives, concerns, suggestions and ideas to foster efficiency and productivity in all aspects of contact center operations and team performance.
  • Guide: key leader in Customer Insights management team, supporting the integration of efforts in customer analytics, customer research, competitive intelligence, program analytics, advanced analytics and marketing planning.
  • Ensure you own and manage delivery of all program insights and metrics, clearly establishing top pain points, correlations, root cause, and best practices.
  • Manage a portfolio of customer onboarding projects, ensuring a successful and timely completion achieving key milestones to ensure an accelerated time to value.
  • Manage and perform in depth market research and analytics to inform leadership on market specific, service and industry trends with a focus on digital service innovation.
  • Determine how to best capture and interpret customer, and potential customer, data from a range of sources and communicate the findings across functions.
  • Facilitate and drive a service culture to achieve growth and retention targets, improve service and customer satisfaction by establishing a learning culture.
  • Confirm your organization communicates update to ensure team members are fully informed of all new information related to products, processes, Customer Insights, organization and departmental operational update, and other relevant information.
  • Audit: proactively own and manage a portfolio of accounts, becoming customers trusted advisor by understanding key initiatives, internal processes, and desired outcomes.
  • Systematize: actively working to solicit Customer Insight, feedback and learning to develop project processes and ways of working to provide a first choice service.
  • Coordinate: high level of confidence to deliver messages in a clear and compelling way to customers, effectively handle objections, and close every call with a with a commitment to action to drive changes in behavior.
  • Perform in depth analysis of financial and other business performance data, marketplace trends and competitive forces to understand financial, business, operational, or customer implications.
  • Establish that your organization performs as subject matter advisor to specified area of responsibility and constructively challenges current methods to identify areas of improvement, support established standards and deliver improved results.
  • Ensure you lead the sales team to develop branded customers into partners by developing strategic solutions to business issues that face the customer to service the needs and create and strengthen partnerships.
  • Manage the long term roadmap for 3D printed product architectures using Customer Insights; provide sales forecast to operations to facilitate component planning.
  • Ensure you lead the development and management of proprietary consumer research panels to source for ongoing data and insights that drive organization decisions.
  • Support your so called customer at the core programme, which puts Customer Insight and feedback at the center of your product/service development process.
  • Utilize and maintain the customer database as a tool for accurate account information, communicating weekly account updates and upcoming meetings.
  • Manage work with multiple teams to understand the obstacles to adoption of consistent digital standards and rapidly raises roadblocks whenever encountered.
  • Be accountable for working across several aspects of marketing from digital marketing to branding and positioning, growth strategy, Go to Market strategy, and Customer Insights development.
  • Collaborate with analytics teams to provide Customer Insight and data requirements for analytics projects, development of predictive models and rules based customer engagement.
  • Be accountable for developing and executing assigned high profile plans/programs to enhance/maximize consumer awareness, market share and support specified initiatives.
  • Arrange that your organization dives deep into quantitative data around customer perceptions and behavior, and is able to translate it into clear, compelling actionable insights.
  • Establish that your organization interacts with internal and external peers and management to share highly complex information related to areas of expertise and/or to gain acceptance of new or enhanced business solutions/initiatives.
  • Ensure you lead the utilization of customer analytics, profiling, segmentation, user persona development, and other analytical techniques to drive significant gains around Customer Insights, retention and loyalty.


Categories: Articles