Should Senior Customer Strategists be Cross-trained?

Posted by Dick Lee on January 20, 2010

0 comments | 1343 reads

Acceptance is growing for the need to fuse customer-centric planning with subsequent process design to assure complete alignment. Plus, acceptance is already widespread for the importance of melding process and systems design (both systems architecture and application selection and configuration) to assure seamless process-technology alignment.

Does this imply that senior customer strategists should be cross-trained in customer as well as technology planning to create complete alignment around customers? I believe it does, and in a very strong way.

If you step back and look at the failure of CRM to become “the road to customer-centricity,” inability to align strategy, process and technology around customers – or disinterest in doing so – was probably the second most important factor, after technology addiction.

Republished with author's permission from original post by Dick Lee.

Dick Lee

Consultant, author and educator Dick Lee, founded High-Yield Methods in 1994. HYM helps clients build customer-centric organizations with process design, organizational design and enabling technology. Please visit Dick's Linkedin group Building the Customer-Centric Organization. For more information visit www.h-ym.com.

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