The Business Leadership is beginning to provide a 2nd Base direction...

 

...but not sufficient to guide the execution of the customer strategy, creating external inconsistencies for customers and internal tensions between sales, marketing and customer care. 

 

 

The 1st Base organization structure is at variance with the 2nd Base culture.

 

The 1st Base IT is undermining the delivery of a 2nd Base business strategy. 

 

However the 2nd Base metrics are encouraging 2nd Base behaviors.

 

 

 

 

 

 

 

 

The few planned changes in Business Leadership are only functional (light blue), further increasing inconsistency.

 

2nd Base investments planned only for segmentation and propensity analysis, not other aspects of marketing.  Plus with no 2nd Base plans for sales, the likelihood of achieving the ROI is low.

 

 

 

 

Planned investment for 3rd Base IT infrastructure is well beyond the organization's ability to utilize it.  High risk that the ROI will not be achieved.

 

Click for details of other Round products

 

 

Customer Centricity Director (CCDirector™)

 

Developed in partnership with T-Mobile, CCDirector™ was the world's first operational capability maturity management software tool and, shortly following its launch, was awarded the highly prestigious 'CRM Industry Innovation of the Year' award.

CCDirector™ is a SaaS (Service as a Service) application that incorporates a tailored capability maturity model and is designed to fully operationalize the Round Customer Centricity Framework.

The following is the summary profile following a capability assessment with data provided by nominated stakeholders from all levels across the organization, suppliers, partners and customers.  This is the Customer Centricity DNA. 

Full details of all capabilities are contained in the CCDirector™ database and displayed online.  Any inconsistent (pink) or missing (yellow) capability to the left of the target Base (green flag) is incorporated into the gap analysis and used to guide planning, prioritize investment and scope change.

All planned (blue) and proposed (green) changes to capabilities are also included in the CCDirector™ database, enabling a forecast profile to be produced that shows the impact of the planned and proposed investments.

Stored capability data can be mapped to any outcome or aspect of the business: goals, initiatives, projects, departments, divisions and even processes.  Click on the following examples of outcome profiles: Brand re-launch, Customer value drivers, Customer process management and IT investment.

CCDirector™ is fully scalable.  An assessment could involve just one 'strand' (group of capabilities) across an entire organization.  It is also entirely feasible to start with a small assessment and then expand both the capability model and the number of respondents as the organization learns how to apply this incisive analysis of its business.

CCDirector™ can be used to:

• Assess the alignment of the capabilities of an entire organization to identify its strengths and weaknesses
• Highlight the capability gaps required to meet the organization's objectives for customer management
• Create a clear vision and a roadmap for change that inspires employees
• Align operational customer management capabilities to deliver a consistent customer experience and increase customer satisfaction
• Prioritize and scope capital investment to increase ROI
• Improve the operational alignment within an organization to reduce internal tensions and conflicts
• Track and report the improvement in customer management capabilities over time as projects are delivered
• And much, much more…

Please contact us if you would like to try CCDirector™ in your organization, of if you just want more information.