Method for use of a customer experience business model to manage an organization by cross-functional processes from the perspective of customer experiences

摘要

One embodiment of the present invention is a method of organizing a business to align goals of the business with goals of customers of the business and accelerate value creation for both the business and the customers of the business, the method comprising: identifying one or more experiences of customers of a business, wherein the one or more experiences are selected from the group consisting of the customers' value discovery experience, the customers' buying decision experience, the customers' ordering experience, the customers' receiving experience, the customers' using experience, the customers' payment experience, and the customers' feedback and problem resolution experience; organizing the business under a process management system for one or more of the customer experiences wherein each process management system comprises a process owner, a documenting process, formal process review, identification of customer driven measures and methods for process evaluation and improvement; gathering customer feedback regarding one or more of the customer experiences; and based on the customer feedback regarding one or more of the customer experiences, modifying the one or more process management systems associated with the customer experience to improve the one or more customer experiences.