Week 4
A Week 4 you will be exploring the impact of different types of customers, and their varying requirements, on a business.
We also introduce the business model canvas as another simple but sufficient instrument for identifying important factors in a customer contact centre and, in particular, how this can help us to see some significant similarities and differences when we compare two organisations in the same industry.
A Week 4 you will be exploring the impact of different types of customers, and their varying requirements, on a business.
We also introduce the business model canvas as another simple but sufficient instrument for identifying important factors in a customer contact centre and, in particular, how this can help us to see some significant similarities and differences when we compare two organisations in the same industry.
The business model canvas
We will be describing, and encouraging you to use, the business model canvas to identify nine significant elements within an organisation's activities; in particular, you will have an opportunity to compare the analysis of your own organisation with another organisation that operates in the customer contact centre industry.
We will be describing, and encouraging you to use, the business model canvas to identify nine significant elements within an organisation's activities; in particular, you will have an opportunity to compare the analysis of your own organisation with another organisation that operates in the customer contact centre industry.
Customer segments
The customers for a product or service can be grouped into clusters that share certain features and expectations.
Such segmentation can be very helpful in helping managers to make decisions about how they can be best meet the requirements of different groups of customers.
The customers for a product or service can be grouped into clusters that share certain features and expectations.
Such segmentation can be very helpful in helping managers to make decisions about how they can be best meet the requirements of different groups of customers.
Customer needs
We also need to explore some significant issues in identifying what customers may say they want and what they actually need.
We will be using a technique to convert a product's (or service's) features into benefits that can be attractive to customers.
We also need to explore some significant issues in identifying what customers may say they want and what they actually need.
We will be using a technique to convert a product's (or service's) features into benefits that can be attractive to customers.
Competitors
Managers have a responsibility to keep an eye on the activities of other organisations that seek to serve the same markets.
There will be an opportunity here to explore some of the techniques that can be used to monitor the activities of significant competitors and, where appropriate, take action to respond.
Managers have a responsibility to keep an eye on the activities of other organisations that seek to serve the same markets.
There will be an opportunity here to explore some of the techniques that can be used to monitor the activities of significant competitors and, where appropriate, take action to respond.