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CTM reflects an organizations concerted efforts to improve customer relationships through the management or optimization of customer touchpoints nike free shoes for sale. Touchpoint optimization can include filling identified gaps with new touchpoints, modifying under performing touchpoints, or eliminating redundant touchpoints. This process can include optimizing individual touchpoints, or groups of related touchpoints, such as those that make up a process nike heels. However, it is not easy to get your hands around the myriad ways in which your organization touches its customers. To understand and improve your touchpoints, the process of Touchpoint Mapping(TM) can be used to inventory and map your organizations touchpoints along the seven stages of the Customer Relationship Lifecycle, and then identify your customers needs in each stage nike free shoes for sale. This process delivers insights into your current touchpoint performance, and helps with identifying how your performance can be improved. An important component of CTM efforts to improve the consistency of touchpoint performance is to establish touchpoint standards, and manage to these standards nike shox for sale. Improving your customer relationships can deliver tangible results to your organization. For example, as a result of consistently superior touchpoint experiences with her local Lexus dealer, the marketing executive of a $5 billion dollar division of a Fortune 10 conglomerate became motivated to improve the customer-centricity of her own organization. She recognized the impact of consistently positive touchpoints on her brand perception of Lexus, her purchase decision, and her resultant advocacy of the automaker. By applying Touchpoint Mapping, Touchpoint Metrics recently helped this executives organization dramatically improve touchpoint performance across the organization. Both voice of customer customer satisfaction and employee satisfaction scores have increased, and these indications of enhanced customer-centricity are expected to translate into added sales and profitability.
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