Customer Centric Toolkit

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Organize Customer Centric: actively participate in, serve as a lead and own advisory on Cybersecurity matters to ensure appropriate levels of security are integrated in Process Designs and architecture.

More Uses of the Customer Centric Toolkit:

  • Ensure your organization establishes and maintains effective relationships with customers on behalf of your organization in a Customer Centric manner by taking personal and complete responsibility for each customer interaction and by ensuring that all Customer Requirements are completely met.

  • Compile and effectively communicate information / data related to customer and prospect interactions to help your organization become more Customer Centric.

  • Make sure that your team develops and implements training that builds innovation capacity throughout your organization utilizing human centered design, lean methodologies, and a Customer Centric approach.

  • Be certain that your organization complies; hoppers goal is to become the most Customer Centric travel organization in the industry, and a big part of that is providing the absolute best service to your customers.

  • Drive scaled operations by continuous Process Improvement, automation, and Data Analysis to find opportunities that drive Customer Centric impact.

  • Ensure you understand the complexities of Digital Platforms and thrive on providing Customer Centric solutions.

  • Be certain that your team possess an Agile, Customer Centric, and intelligent risk taking mindset with a laser focus on delivery of customer value.

  • Ensure you research; lead strategic initiatives with a Customer Centric, data informed approach in partnership with Product Marketing, Design, Data Science, Engineering and Research.

  • Evaluate core Business Processes to leverage opportunities for operational improvements with an emphasis on trends, Root Cause Analysis and Customer Centric metrics.

  • Supervise Customer Centric: proactively identify risks and advocate for engineering process, tooling, or work streams that reduce that risk in a Customer Centric way.

  • Drive a compelling Customer Centric, Data Driven point of view to help clients better leverage Customer Insights across functions and channels.

  • Ensure you increase; lead strategic initiatives with a Customer Centric, data informed approach in partnership with Product Marketing, Design, Data Science, Engineering and Research.

  • Develop Customer Centric strategic and detailed assortment plans and ensure that merchandise selection matches customer demands and expectations.

  • Serve as the lead strategic, Ux Designer and champion of Customer Centric, experimental, holistic Design Thinking.

  • Confirm your business complies; is an Accounts Receivable management organization that connects consumers and businesses through Customer Centric account resolution.

  • Be accountable for using Customer Centric, data informed Design Methodologies.

  • Enable others at Airtable to conduct own research and make Customer Centric decisions.

  • Ensure you enhance; lead the team and inspire cross functional peers in evolving a Customer Centric Product Development process while recognizing the importance of balancing pace and precision.

  • Secure that your organization establishes and maintains effective relationships with customers on behalf of your organization in a Customer Centric manner by taking personal and complete responsibility for each customer interaction and by ensuring that all Customer Requirements are completely met.

  • Be a Customer Centric Product Management that engages with the customer to understand product needs and workflows.

  • Orchestrate Customer Centric: design and own the products, processes and services that support the Digital Workplace technology, privacy and Security Needs in an effective, Customer Centric manner.

  • Orchestrate Customer Centric: an area Product Owner specializes in a Customer Centric area and acts as Product Owner in relation to a customer focused product backlog.

  • Drive Customer Centric: design and own the products, processes and services that support the Digital Workplace technology, privacy and Security Needs in an effective, Customer Centric manner.

  • Introduce and advocate for industry Best Practices of a modern Data Warehouse as Customer Centric, adaptable, automated, elastic, governed, secure, etc.

  • Oversee Customer Centric: act as primary source to the customer teams in the consolidation of product fulfillment and communicating changes/ alternatives to the customer teams.

  • Discover work with the Customer Success Teams to educate target accounts on the solution set and gets involved in account planning for strategic deals.

  • Secure that your organization establishes finance operational strategies by evaluating trends; establishing critical measurements; determining production, productivity, quality, and Customer Service strategies; designing systems; accumulating resources; resolving problems; implementing change.

  • Develop and recommend processes to optimize Supply Chain performance against Key Performance Indicators to ensure the right balance of merchandising, transportation and Supply Chain considerations are made to maximize profitability and Customer Satisfaction.

  • Make sure that your organization uses Problem Solving methods to listen, empathize, apologize, react and notify the customer of a solution.

  • Participate (and on occasion lead) cross functional process and Customer Service Initiatives.

  • Devise Customer Centric: act as a partner and resource and provide warm hand off to community partners and Service Providers.


Save time, empower your teams and effectively upgrade your processes with access to this practical Customer Centric Toolkit and guide. Address common challenges with best-practice templates, step-by-step Work Plans and maturity diagnostics for any Customer Centric related project.

Download the Toolkit and in Three Steps you will be guided from idea to implementation results.

The Toolkit contains the following practical and powerful enablers with new and updated Customer Centric specific requirements:

STEP 1: Get your bearings

Start with...

  • The latest quick edition of the Customer Centric Self Assessment book in PDF containing 49 requirements to perform a quickscan, get an overview and share with stakeholders.

Organized in a Data Driven improvement cycle RDMAICS (Recognize, Define, Measure, Analyze, Improve, Control and Sustain), check the…

  • Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation

Then find your goals...

STEP 2: Set concrete goals, tasks, dates and numbers you can track

Featuring 999 new and updated case-based questions, organized into seven core areas of Process Design, this Self-Assessment will help you identify areas in which Customer Centric improvements can be made.

Examples; 10 of the 999 standard requirements:

  1. What else needs to be measured?

  2. Are you / should you be revolutionary or evolutionary?

  3. Do you have organizational privacy requirements?

  4. Will new equipment/products be required to facilitate Customer Centric delivery, for example is new software needed?

  5. What is the definition of Customer Centric excellence?

  6. Are accountability and ownership for Customer Centric clearly defined?

  7. What types of data do your Customer Centric indicators require?

  8. What is the scope of the Customer Centric effort?

  9. What business benefits will Customer Centric goals deliver if achieved?

  10. What are the types and number of measures to use?

Complete the self assessment, on your own or with a team in a workshop setting. Use the workbook together with the self assessment requirements spreadsheet:

  • The workbook is the latest in-depth complete edition of the Customer Centric book in PDF containing 994 requirements, which criteria correspond to the criteria in...

Your Customer Centric self-assessment dashboard which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next:

  • The Self-Assessment Excel Dashboard; with the Customer Centric Self-Assessment and Scorecard you will develop a clear picture of which Customer Centric areas need attention, which requirements you should focus on and who will be responsible for them:

    • Shows your organization instant insight in areas for improvement: Auto generates reports, radar chart for maturity assessment, insights per process and participant and bespoke, ready to use, RACI Matrix
    • Gives you a professional Dashboard to guide and perform a thorough Customer Centric Self-Assessment
    • Is secure: Ensures offline Data Protection of your Self-Assessment results
    • Dynamically prioritized projects-ready RACI Matrix shows your organization exactly what to do next:


STEP 3: Implement, Track, follow up and revise strategy

The outcomes of STEP 2, the self assessment, are the inputs for STEP 3; Start and manage Customer Centric projects with the 62 implementation resources:

  • 62 step-by-step Customer Centric Project Management Form Templates covering over 1500 Customer Centric project requirements and success criteria:

Examples; 10 of the check box criteria:

  1. Cost Management Plan: Eac -estimate at completion, what is the total job expected to cost?

  2. Activity Cost Estimates: In which phase of the Acquisition Process cycle does source qualifications reside?

  3. Project Scope Statement: Will all Customer Centric project issues be unconditionally tracked through the Issue Resolution process?

  4. Closing Process Group: Did the Customer Centric Project Team have enough people to execute the Customer Centric project plan?

  5. Source Selection Criteria: What are the guidelines regarding award without considerations?

  6. Scope Management Plan: Are Corrective Actions taken when actual results are substantially different from detailed Customer Centric project plan (variances)?

  7. Initiating Process Group: During which stage of Risk planning are risks prioritized based on probability and impact?

  8. Cost Management Plan: Is your organization certified as a supplier, wholesaler, regular dealer, or manufacturer of corresponding products/supplies?

  9. Procurement Audit: Was a formal review of tenders received undertaken?

  10. Activity Cost Estimates: What procedures are put in place regarding bidding and cost comparisons, if any?

Step-by-step and complete Customer Centric Project Management Forms and Templates including check box criteria and templates.

1.0 Initiating Process Group:

2.0 Planning Process Group:

3.0 Executing Process Group:

  • 3.1 Team Member Status Report
  • 3.2 Change Request
  • 3.3 Change Log
  • 3.4 Decision Log
  • 3.5 Quality Audit
  • 3.6 Team Directory
  • 3.7 Team Operating Agreement
  • 3.8 Team Performance Assessment
  • 3.9 Team Member Performance Assessment
  • 3.10 Issue Log

4.0 Monitoring and Controlling Process Group:

  • 4.1 Customer Centric project Performance Report
  • 4.2 Variance Analysis
  • 4.3 Earned Value Status
  • 4.4 Risk Audit
  • 4.5 Contractor Status Report
  • 4.6 Formal Acceptance

5.0 Closing Process Group:

  • 5.1 Procurement Audit
  • 5.2 Contract Close-Out
  • 5.3 Customer Centric project or Phase Close-Out
  • 5.4 Lessons Learned



With this Three Step process you will have all the tools you need for any Customer Centric project with this in-depth Customer Centric Toolkit.

In using the Toolkit you will be better able to:

  • Diagnose Customer Centric projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices
  • Implement evidence-based Best Practice strategies aligned with overall goals
  • Integrate recent advances in Customer Centric and put Process Design strategies into practice according to Best Practice guidelines

Defining, designing, creating, and implementing a process to solve a business challenge or meet a business objective is the most valuable role; In EVERY company, organization and department.

Unless you are talking a one-time, single-use project within a business, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?'

This Toolkit empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make Customer Centric investments work better.

This Customer Centric All-Inclusive Toolkit enables You to be that person.


Includes lifetime updates

Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.