It is a Method Jim but not as we know it...
The CEMMethod is designed from the ground up to redefine what you need to do in business to become customer centric. It works a little differently than other approaches you may have used before. The CEMMethod is Outcome-Oriented as opposed to task-oriented.
What does it mean to for the CEMMethod to be Outcome oriented?
It means the CEMMethod wants you to think in reverse and work backwards – think first about what your customer is trying to accomplish, not the first steps.
Here’s an example:
Let’s say you want to create a banks onboarding customer experience/process for new customers. Now what’s the goal? Well the Successful Customer Outcome (SCO) is ease of access to their financial resources. Well, what is the last stage in this whole onboarding experience?
The customer should have convenient friction free access to their new account. What would that friction free access actually look like?
The CEMMethod provides you with powerful techniques and structure to shape this SCO and experience, from the points of contact with the customer to the internal processes that deliver those interactions. Right through to how this connects with supporting technologies, regulations and people.
The CEMMethod literally connects the dots across the enterprise to ensure everything ultimately contributes to Successful Customer Outcomes, otherwise why are you doing it?
In this way a major Outcome of using the CEMMethod is in winning the triple crown – simultaneously improving service, lowering costs and in this example of a bank growing revenues.
The CEMMethod can be applied in any organization type. In the Health Care profession for example where growing revenues may not be a strategic focus the triple crown still applies. By releasing capacity, we can do more meaningful work that adds greater value to patient experiences. We call those Successful Patient Outcomes.
In fact, the CEMMethod can be applied everywhere regardless of what an organization does. We have literally hundreds of successful examples.
You can explore the CEMMethod, it’s development since 2006, its users and how you can get access to it.
Over the next six months we are running global workshops which introduce the method and show you how to deploy it across your existing or even new business. Using real case studies, the practical hands-on techniques guide you in working-backwards to craft optimum customer experiences, processes, systems and people capabilities.
What is there not to like about that?
See you on the inside and let’s help you deliver Successful Customer Outcomes.
For every customer there is a Successful Customer Outcome
What does it mean to for the CEMMethod to be Outcome oriented?
It means the CEMMethod wants you to think in reverse and work backwards – think first about what your customer is trying to accomplish, not the first steps.
Here’s an example:
Let’s say you want to create a banks onboarding customer experience/process for new customers. Now what’s the goal? Well the Successful Customer Outcome (SCO) is ease of access to their financial resources. Well, what is the last stage in this whole onboarding experience?
The customer should have convenient friction free access to their new account. What would that friction free access actually look like?
The CEMMethod provides you with powerful techniques and structure to shape this SCO and experience, from the points of contact with the customer to the internal processes that deliver those interactions. Right through to how this connects with supporting technologies, regulations and people.
The CEMMethod literally connects the dots across the enterprise to ensure everything ultimately contributes to Successful Customer Outcomes, otherwise why are you doing it?
In this way a major Outcome of using the CEMMethod is in winning the triple crown – simultaneously improving service, lowering costs and in this example of a bank growing revenues.
The CEMMethod can be applied in any organization type. In the Health Care profession for example where growing revenues may not be a strategic focus the triple crown still applies. By releasing capacity, we can do more meaningful work that adds greater value to patient experiences. We call those Successful Patient Outcomes.
In fact, the CEMMethod can be applied everywhere regardless of what an organization does. We have literally hundreds of successful examples.
You can explore the CEMMethod, it’s development since 2006, its users and how you can get access to it.
Over the next six months we are running global workshops which introduce the method and show you how to deploy it across your existing or even new business. Using real case studies, the practical hands-on techniques guide you in working-backwards to craft optimum customer experiences, processes, systems and people capabilities.
What is there not to like about that?
See you on the inside and let’s help you deliver Successful Customer Outcomes.
For every customer there is a Successful Customer Outcome
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