Chapter 6Competency Four: Proactive Experience Reliability & Innovation
Definition: Proactive Experience Reliability & Innovation
Competency 4 builds out your “Revenue Erosion Early Warning System.” It enables your company to know—before customers tell you—if your operation is reliable or unreliable in performing at key customer intersection points.
By establishing a competency for managing the process performance of key touchpoints that make or break your relationship with customers, you can start taking actions before customer relationships ...
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