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Workshop 2
Building Connected Customer Relationships
This workshop will systematically guide you in applying the content of the previous two chapters and assist you in building connected customer relationships. It has three parts.
In the first part, we help you diagnose the customer experiences that your firm currently provides. This will formalize some of what you already did in the workshop of chapter 3 by using the recognize, request, and respond dimensions of connected relationships discussed in chapter 4. More specifically, we will break up this diagnosis into three steps:
- Map the current customer journey of one customer experience.
- Identify customer willingness-to-pay drivers and pain points.
- Capture the information flow for this ...
