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Short-sighted product focus . Weak foundation and process. Weak delivery and relationship. Move out silo’d focus. Long-term relationship focus. Eroding foundation. Strong product service relationship. Sponsorship account integration. Intensely customer-centric.

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Presentation Transcript
performance factors

Short-sighted

product focus

Weak foundation and process

Weak delivery and relationship

Move out silo’d focus

Long-term relationship focus

Eroding foundation

Strong productservice relationship

Sponsorship

account integration

Intensely customer-centric

Strong overall, superior foundation and people

Superior service, delivery and relationship

Keep leveraging information in the context of their business

Emerging customer experience focus

Strong program and process

Strong serviceand delivery

Cross-functional ownership

re-engagement

Performance Factors

Market Position

CEM Program

Customer Experience

Keys to Loyalty Growth

Sustainers

Optimizers

Maximizers

Innovators

performance factors1
Performance Factors

Market Position

CEM Program

Customer Experience

Keys to Loyalty Growth

Short-sighted

Product Focus

Weak Foundation and Process

Weak Delivery and Relationship

Move out silo’d focus

Sustainers

Long-term Relationship Focus

Eroding Foundation

Strong Product/Svc and Relationship

Sponsorship

Account integration

Optimizers

Intensely Customer-Centric

Strong Overall, Superior Foundation and People

Superior Product/Svc, Delivery and Relationship

Keep leveraging information in the context of their business

Maximizers

Emerging Customer Experience Focus

Strong Program and Process

Strong Product/Svc and Delivery

Cross-functional ownership

Re-engagement

Innovators