Designing Your Customer Experience

It’s Monday! And, here is a quick tip from Harvard Business:

Most customer relationship management (CRM) initiatives have impressive goals, such as to increase sales, drive cross-selling, and minimize resources. These goals are important, but they represent an inside-out view that focuses more on the company’s systems and internal metrics than on the customer. Instead, start with the customer experience. Ask yourself: what makes for a positive and productive experience? Then build your CRM initiative from there: design the interactions, touchpoints, procedures, and systems that will allow your company to deliver that positive experience. There will no doubt be internal limitations that affect your ability to create the experience, but by starting with the customer, you’ll make better decisions when it comes time to implement.

Bang on! So, think about your customers before implementing that fancy CRM solution.