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The Art of Service Standard Requirements Self Assessments

Customer Journey Analytics Toolkit: best-practice templates, step-by-step work plans and maturity diagnostics

$249.00

Customer Journey Analytics Toolkit: best-practice templates, step-by-step work plans and maturity diagnostics

$249.00

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Product Description

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


STEP 1: Get your bearings

Start with...

  • The latest quick edition of the Customer Journey Analytics 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 952 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 Journey Analytics improvements can be made.

Examples; 10 of the 952 standard requirements:

  1. What are your organizations current practices that are used to protect proprietary information and customer privacy and personal information. Does the company have an information classification and handling policy?

  2. CRM systems consolidate customer data from multiple sources and provide analytical tools for answering questions such as: what is the value of a particular customer to the firm over his/her lifetime?

  3. You might be able to hire on contract resources (or, more likely, stick someone down in marketing with the job) to create the content in time for the initial launch, but who will keep it up to date?

  4. How do data brokers verify that its customers have legitimate need for the information they purchase, and how will this verification process change in response to recent data-security breaches?

  5. How can you incorporate new data and analytics into CX analysis (e.g., social listening, text, photo and video analytics, location-based data) to further understand CX and the customer journey?

  6. Do your third party relations impose the same set of internal standards on itself and its subcontractors (e.g., for customer service, privacy, security, etc.) as you do for your brand

  7. Strategically minded managers are looking for an improved process resulting in better customer experience, loyalty and profits. Do these challenges ring true for your business?

  8. What does it mean for your organization that services are intangible and how do your marketers of services overcome the problems associated with intangibility?

  9. Are you willing to go all the way to deliver on a specific brand promise; and are you willing to do something that appears customer unfriendly to help fund it?

  10. Monitor and control of cloud services: Do customers get commercial service level agreements (SLAs), which can be adapted to the needs of the customers?

 


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 Journey Analytics book in PDF containing 952 requirements, which criteria correspond to the criteria in...

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

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

Examples; 10 of the check box criteria:

  1. WBS Dictionary: Does the contractors system provide unit costs, equivalent unit or lot costs in terms of labor, material, other direct, and indirect costs?

  2. Probability and Impact Assessment: What will be the likely political situation during the life of the Customer Journey Analytics project?

  3. Activity Duration Estimates: Which skills do you think are most important for an information technology Customer Journey Analytics project manager?

  4. Roles and Responsibilities: What should you do now to prepare yourself for a promotion, increased responsibilities or a different job?

  5. Risk Management Plan: Are end-users enthusiastically committed to the Customer Journey Analytics project and the system/product to be built?

  6. Monitoring and Controlling Process Group: Do the products created live up to the necessary quality?

  7. Probability and Impact Matrix: Have top software and customer managers formally committed to support the Customer Journey Analytics project?

  8. Stakeholder Management Plan: Are staff skills known and available for each task?

  9. Scope Management Plan: Are there any scope changes proposed for the previously authorized Customer Journey Analytics project?

  10. Variance Analysis: How are material, labor, and overhead standards set?

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

1.0 Initiating Process Group:

  • 1.1 Customer Journey Analytics project Charter
  • 1.2 Stakeholder Register
  • 1.3 Stakeholder Analysis Matrix


2.0 Planning Process Group:

  • 2.1 Customer Journey Analytics 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 Journey Analytics 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 Journey Analytics 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 Journey Analytics 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 Journey Analytics 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 Journey Analytics project with this in-depth Customer Journey Analytics Toolkit.

In using the Toolkit you will be better able to:

  • Diagnose Customer Journey Analytics 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 Journey Analytics 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 Journey Analytics investments work better.

This Customer Journey Analytics 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.

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