From the course: Customer Service Strategy (2018)
Schalten Sie den kompletten Kurs noch heute frei
Join today to access over 23,400 courses taught by industry experts.
Make the required investments
From the course: Customer Service Strategy (2018)
Make the required investments
- Ensuring that your organization is making required investments is the next step in developing your customer service strategy. You won't need to put detailed budgets together here, but you will need to define, at a high level, the investments and funding necessary to support your vision. Let's explore four key principles. The first, ensure finding supports, not drives strategy. This is inherently a part of the step-by-step process we're exploring. Budgeting should happen after you establish a vision, shape the customer access strategy and address the big three. People, processes, and technology. It's only then that you'll have an understanding of the funding requirements. You can always go back and revisit prior steps. But, the mistake too many organizations make is to define budget before they even develop their strategy. That's putting the car before the horse. A second important principle is to ensure that your organization makes all funding decisions in context. Jet Blue is…
Practice while you learn with exercise files
Download the files the instructor uses to teach the course. Follow along and learn by watching, listening and practicing.
Inhalt
-
-
-
-
Introduction to the strategic planning process2m 31s
-
(Locked)
Establish a shared vision3m 14s
-
(Locked)
Shape the customer access strategy3m 27s
-
(Locked)
Build the right skills, knowledge, and leaders3m 14s
-
(Locked)
Implement operational plans and processes3m 9s
-
(Locked)
Establish enabling technologies3m 29s
-
(Locked)
Make the required investments2m 52s
-
(Locked)
Harness innovation2m 57s
-
-
-