Management Questions

Align Your Organization with Your Customers
To determine whether your organization is aligned with your markets and customers, ask yourself the following questions:

• Does our company have multiple divisions selling to the same customers?
• Are there formal or informal processes that coordinate companywide policies for interacting with customers?
• Can we easily get complete information about all the products and services that we are selling to a single customer?
• Are we seizing every opportunity to offer customers our company’s full range of products and services?

Defining Your Company’s Performance Through Your Customers’ Eyes
To make sure that you are defining your company’s performance through your customers’ eyes, ask yourself the following questions:

• Do we know how our customers evaluate our performance?
• Do our internal measures reflect our customers’ assessment of our performance?
• How does our performance compare with that of our competitors from our customers’ perspective?
• How are our customers performing in the eyes of their customers? What are we doing to help or hurt our customers’ performance?

Source: Customer Focus: Making It Happen / James P. Andrew, Neil Kohlberg, Paige Price / Boston Consulting Group (BCG), September 26, 2001

Posted by Administrator / Customer Questions