Cold Customers:

    Estimate the percentage of customers in the red zone (at-risk of cancelation or reduction) - %?

    To what extent are you satisfied with this %? 1-10

    Passionate Customers :

    Estimate the percentage of customers in the green zone (passionate) - %?

    To what extent are you satisfied with this %? 1-10

    Influencing Buying Decisions :

    To what extent does your sales and/or marketing influence in the early stages of the buying cycle? 1-10

    To what extent are you satisfied with this score? 1-10

    Executive Engagement :

    Estimate the percentage of customers where you have sustained contact with economic buyers (execs who can say yes)- %?

    To what extent are you satisfied with this %? 1-10

    Win-rates – New Business (New Logo) :

    Estimate your current new-business (new logo) win-rate - %

    To what extent are you satisfied with this %? 1-10

    Loyalty :

    Estimate the percentage of customers who would switch vendors for a better product - %

    To what extent are you satisfied with this %? 1-10

    If there was little or no switching cost, what percentage would switch for a better product? - %

    To what extent are you satisfied with this %? 1-10

    Joint Engagement:

    Estimate the percentage of customers who feel that Sales does little more than try to sell more product - %?

    To what extent are you satisfied with this %? 1-10

    Employee Experience :

    Score your organization on the degree to which each customer-facing department has a common purpose and alignment – 1-10

    To what extent are you satisfied with this %? 1-10

    New Products and Services:

    To what extent does your organisation have a single focus for deciding which new products/ services to develop? 1-10

    To what extent are you satisfied with this? 1-10

      What line of business are you focused on? eg which division or customer set

      List ideas for the Success Outcome, review the tests on the right, then highlight your favourite

        Customer Journey

        Outcome Cycle

        Engagement Cycle

        Metric or KPI

        Customer Experience Ideas

            Customer Journey

            Outcome Cycle

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            Engagement Cycle

            Execution Capability

            Processes

            Systems

            People Skills

            Partners

              Segment:

              Created On:

              Revision:

              Created By:

              Dept or Role

              Step 1

              Step 2

              Step 3

              Step 4

              Step 5

              Step 6

              Step 7

              Step 8

              Step 9

              Step 10

              Step 11

              Step 12

              Marketing

              Salespeople

              Presales

              Success Consultants