Chapter 5 How Complicated Mouse Click

  • Aligning customer processes with company processes
  • Consumer cycle and CxC Matrix stages combined
  • The Customer View
  • The Department View
  • The Systems and Processes View

“Can’t Find My Order”—Our Systems are Down View

  • Infusing each contact with corporate objectives
  • Measuring performance contact-by-contact— customer contact flow depicts company success
  • Harness the power of your customer
  • The Simplest Measure
  • The Company View—Monetization and “The Mower”
  • The Rear View Window — How did we get here? 
  • Recommended CxC Matrix monetization applications

Customer Strategy Married to Customer Architecture - CxC Matrix

Revenue Enhancement



Improved Predictive Model Performance