2 Posts found for Author: Neil Kohlberg

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

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Authors: James P. Andrew, Neil Kohlberg, Paige Price | Source: Customer Focus: Making It Happen | Subject: Customer Questions

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

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Authors: James P. Andrew, Neil Kohlberg, Paige Price | Source: Customer Focus: Making It Happen | Subject: Customer Questions