Customer Insights Toolkit

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Facilitate collaboration and enhance communication between Engineering, Marketing and Operations to ensure your organization understands the vision and direction for each technology, provides input on product strategy and gathers Customer Insights.

More Uses of the Customer Insights Toolkit:

  • Apply technical knowledge and Customer Insights to build a modernization roadmap add value and improve reliability on a software solution.

  • Provide Customer Insights to brand, integrated marketing, innovation and strategy teams and identify the need for additional customer Marketing Research (consumer, customer or channel).

  • Be accountable for working across several aspects of marketing from Digital Marketing to branding and positioning, growth strategy, Go to Market strategy, and Customer Insights development.

  • Organize: proactively own and manage a portfolio of accounts, becoming customers trusted advisor by understanding key initiatives, Internal Processes, and desired outcomes.

  • Be the key leader in Customer Insights management team, supporting the integration of efforts in Customer Analytics, Customer Research, Competitive intelligence, Program Analytics, Advanced Analytics and Marketing Planning.

  • Develop and implement strategies to deploy digital solutions enabling customers to obtain information without human intervention.

  • Manage work with multiple teams to understand the obstacles to adoption of consistent digital standards and rapidly raises roadblocks whenever encountered.

  • Assure your operation promotes a sense of Customer Service excellence, teamwork, harmony, motivation, recognition and Continuous Improvement at all times.

  • Establish that your business performs as subject matter advisor to specified area of responsibility and constructively challenges current methods to identify areas of improvement, support established standards and deliver improved results.

  • Collaborate cross functionally with sales, marketing, and Customer Success to gain market, competitive, and Customer Insights and translate that into outcomes that drive unique Value Proposition, differentiation, and market share growth.

  • Pilot: proactively identify additional learnings needed to deliver deep Customer Insights that the data displays a thorough picture of the environment.

  • Audit: work cross functionally to gather key platform and Customer Insights/feedback for the Product Development team and leadership.

  • Coordinate: tap into Customer Insights and Competitive intelligence to inform the go to market strategy and over time, improve adoption tactics.

  • Collaborate with key contacts to develop an appropriate framework for optimal engagement with the Feedback loop platform.

  • Ensure you carry out; lead the monthly business reporting, combining the seller, Customer Insights with the operating analysis for the executive leadership for the App and Infra solution area.

  • Ensure that Customer Insights are disseminated and deeply understood by Key Stakeholders throughout your organization.

  • Ensure you brief; lead the utilization of Customer Analytics, profiling, segmentation, user persona development, and other analytical techniques to drive significant gains around Customer Insights, retention and loyalty.

  • Be accountable for developing and executing assigned high profile plans/programs to enhance/maximize consumer awareness, market share and support specified initiatives.

  • Engage as a strategic partner and actively identify new opportunities for delivering actionable Customer Insights and great customer centered and business results.

  • Govern: work closely with implementation managers to establish a baseline in digital performance and transition customers seamlessly to go live.

  • Identify and share opportunities to create use case studies from Customer Insights for Sales, Marketing and the Product Teams for product optimization.

  • Deploy mechanisms and processes to empower your teams to leverage customer knowledge across acquisition or engagement projects.

  • Manage the long term roadmap for 3D printed Product Architectures using Customer Insights; provide sales forecast to operations to facilitate component planning.

  • Provide expertise, coaching and training to brands on how to effectively gather quantitative data and identify relevant Customer Insights.

  • Establish: champion brand health measurement with relevant qualitative and quantitative measures, establishing baselines and making the Business Case for target goals.

  • Refine (or build) brand positioning for each business informed by collecting Customer Insights and feedback, and by assessing market and competitive dynamics.

  • Improve segmentation strategies through extensive Customer Insights analysis, capturing migration across segmentation to inform future strategies.

  • Cx projects remove pain points for customers and seize opportunities to innovate and make engagements with you easier and more satisfying.

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

  • Translate complex or ambiguous business problem statements into analysis requirements or custom financial and strategic studies.


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

STEP 1: Get your bearings

Start with...

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

Examples; 10 of the 999 standard requirements:

  1. What types of data do your Customer Insights indicators require?

  2. Are the measurements objective?

  3. Is the required Customer Insights data gathered?

  4. What relationships among Customer Insights trends do you perceive?

  5. Would you develop a Customer Insights Communication Strategy?

  6. What are the barriers to increased Customer Insights production?

  7. How significant is the improvement in the eyes of the end user?

  8. How do you recognize an objection?

  9. Do you effectively measure and reward individual and team performance?

  10. Who qualifies to gain access to data?

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 Insights book in PDF containing 994 requirements, which criteria correspond to the criteria in...

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

  • 62 step-by-step Customer Insights Project Management Form Templates covering over 1500 Customer Insights 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 Insights project issues be unconditionally tracked through the issue resolution process?

  4. Closing Process Group: Did the Customer Insights project team have enough people to execute the Customer Insights 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 Insights 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 Insights Project Management Forms and Templates including check box criteria and templates.

1.0 Initiating Process Group:

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

2.0 Planning Process Group:

  • 2.1 Customer Insights 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 Insights 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 Insights 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 Insights 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 Insights 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 Insights project with this in-depth Customer Insights Toolkit.

In using the Toolkit you will be better able to:

  • Diagnose Customer Insights 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 Insights 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 Insights investments work better.

This Customer Insights 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.