There should be no confusion about what a customer expects from the business relationship with a supplier. A critical aspect of a company’s go-to-market tactics is having clear processes and effective systems that create strong connection points to the customer.
What are you most critical business processes? How are these related to customer satisfaction?
Who owns these processes?
These four successful companies who used the 9Stucks approach have radically different business models:
- Manufacturer of large, custom test equipment
- Engineering services consulting firm
- Printer of trade magazines
- Manufacturer of precision electronic assemblies
Even though they are very different businesses, there is ONE critical thing they all had in common:
They all had one customer-centric, internal process that had no clear ownership.
Each one of them lacked distinct accountability and ownership by ONE person over ONE important process linked directly to their customers. [Read more…]