If you don’t know where you are going…
why would you expect to get there?
That’s why you need a roadmap for sustainable customer growth…
There are some essential stages or questions you need to ask yourself to build the basic roadmap framework.
What is our business purpose for our customers? - your customer vision
Which stakeholders should be involved with the customer roadmap? - who will have accountability?
Who are we trying to sell to? - what are our customer personas?
Where are they and how do we find them? - your customer strategy
How do they find us and interact with our products & service - understand your customer journeys
How do we talk to them? - your customer marketing & communications
How do they talk to us? - your customer feedback channels & reviews
How do we deliver our products & services to meet their needs? - your customer service promise
How do we demonstrate we are listening & fixing issues? - your customer support & closing the feedback loop
How do we sustain high performance through our people? - your employee engagement with the customer roadmap
Do you have a customer roadmap framework in place?
Is it fit for purpose?
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