Customer Experience Toolkit

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Save time, empower your teams and effectively upgrade your processes with access to this practical Customer Experience Toolkit and guide. Address common challenges with best-practice templates, step-by-step work plans and maturity diagnostics for any Customer Experience 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 Experience specific requirements:


STEP 1: Get your bearings

Start with...

  • The latest quick edition of the Customer Experience 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 996 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 Experience improvements can be made.

Examples; 10 of the 996 standard requirements:

  1. Do heavy users and more brand loyal customers tend to use multiple channels, or does the use of multiple channels increase customer experiences and result in higher volume and profitability?

  2. How can cmos pinpoint a laser focus on the customer experience, and stimulate growth across entire organization, to improve acquisition, retention and upsell/cross-sell potential?

  3. How are breakthroughs in AI and machine learning facilitating the brand interactions, customer experiences and content needed to retain the consumer in the journey loop?

  4. Is it clear how your business is choosing to compete uniquely in the market Ð product innovation, customer experience, low cost, choice of offering, or speed to market?

  5. Do you need a cultural shift to deliver better customer experience and make employees better aligned and engaged towards delivering the right experience?

  6. How frequently does leadership review reports Ð individually, collectively with peers in other functional areas, and for the employees within charge?

  7. What is the overall customer experience index in setting up and maintaining the B2B integration workflow and relationships with your organization?

  8. Which area within your organization has the responsibility for ensuring you have a robust IT strategy that connects to your customer experience?

  9. How can manufacturers continue to add value to the customer relationship and deliver great customer experiences, rather than just fill orders?

  10. Does your cms provider have an integrations team to ensure that your site is connected to technologies that you utilize to conduct business?


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 Experience book in PDF containing 996 requirements, which criteria correspond to the criteria in...

Your Customer Experience 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 Experience Self-Assessment and Scorecard you will develop a clear picture of which Customer Experience 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 Experience 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 Experience projects with the 62 implementation resources:

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

Examples; 10 of the check box criteria:

  1. Team Operating Agreement: What is your unique contribution to your organization?

  2. Probability and Impact Assessment: Have top software and customer managers formally committed to support the Customer Experience project?

  3. Project or Phase Close-Out: What security considerations needed to be addressed during the procurement life cycle?

  4. Scope Management Plan: Is there an on-going process in place to monitor Customer Experience project risks?

  5. Risk Management Plan: Where are you confronted with risks during the business phases?

  6. Activity Duration Estimates: Describe a Customer Experience project that suffered from scope creep. Could it have been avoided?

  7. Stakeholder Analysis Matrix: Which conditions out of the control of the management are crucial to contribute for the achievement of the development objective?

  8. Stakeholder Management Plan: Are actuals compared against estimates to analyze and correct variances?

  9. Activity Duration Estimates: Which is the BEST Customer Experience project management tool to use to determine the longest time the Customer Experience project will take?

  10. Procurement Audit: Is there a forum where the departments suppliers performance is regularly considered with the suppliers?

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

1.0 Initiating Process Group:

  • 1.1 Customer Experience project Charter
  • 1.2 Stakeholder Register
  • 1.3 Stakeholder Analysis Matrix


2.0 Planning Process Group:

  • 2.1 Customer Experience project Management Plan
  • 2.2 Scope Management Plan
  • 2.3 Requirements Management Plan
  • 2.4 Requirements Documentation
  • 2.5 Requirements Traceability Matrix
  • 2.6 Customer Experience project Scope Statement
  • 2.7 Assumption and Constraint Log
  • 2.8 Work Breakdown Structure
  • 2.9 WBS Dictionary
  • 2.10 Schedule Management Plan
  • 2.11 Activity List
  • 2.12 Activity Attributes
  • 2.13 Milestone List
  • 2.14 Network Diagram
  • 2.15 Activity Resource Requirements
  • 2.16 Resource Breakdown Structure
  • 2.17 Activity Duration Estimates
  • 2.18 Duration Estimating Worksheet
  • 2.19 Customer Experience project Schedule
  • 2.20 Cost Management Plan
  • 2.21 Activity Cost Estimates
  • 2.22 Cost Estimating Worksheet
  • 2.23 Cost Baseline
  • 2.24 Quality Management Plan
  • 2.25 Quality Metrics
  • 2.26 Process Improvement Plan
  • 2.27 Responsibility Assignment Matrix
  • 2.28 Roles and Responsibilities
  • 2.29 Human Resource Management Plan
  • 2.30 Communications Management Plan
  • 2.31 Risk Management Plan
  • 2.32 Risk Register
  • 2.33 Probability and Impact Assessment
  • 2.34 Probability and Impact Matrix
  • 2.35 Risk Data Sheet
  • 2.36 Procurement Management Plan
  • 2.37 Source Selection Criteria
  • 2.38 Stakeholder Management Plan
  • 2.39 Change Management Plan


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 Experience 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 Experience project or Phase Close-Out
  • 5.4 Lessons Learned

 

Results

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

In using the Toolkit you will be better able to:

  • Diagnose Customer Experience 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 Experience 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 Experience investments work better.

This Customer Experience 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.