Product & Service i-Collaboration Solutions
Purpose:
Use 1:1 i-Collaboration™
solutions to help executives focus their organizations on the highest impact
product and service improvement recommendations made by a significant
number of customers as well as frontline employees within hours of closing the
interview cycle, with the support of indisputable, actionable data. |
Complete User Experience: B2B Products & Services
Once a product or service is launched and tweaked, the customer world
immediately begins to change – and the user
world changes. For complex business product or services, the
"customer experience" depends on the experience of hundreds or thousands
of internal users. It is essential to monitor user
productivity and effectiveness. Building on the performance
database model constructed for the (product) beta testing, 1:1 seeks
improvement
recommendations from users on a regular basis in order to maintain a
high level of user performance. The ongoing product assessment model
addresses the factors listed below as well as their components and
attributes, thereby ensuring immediately actionable data. The primary
factors could include those factors over which the product exec has some
control, such as:
- Functionality / usability
- Performance /
reliability
- Training scripts & documentation
- Online help /
self-service support
- Product fixes / returns / warranties
Total
Ownership Experience: B2B Products & Services
If the product executive
would like to address the total ownership experience, these factors
need to be added:
- Customer service & support
- Consulting
services
- Field engineering support
- Field sales support & account
management
- Business processes
- Corporate relations & communications
Customer requirements should be addressed not only with customers but
with frontline employees such as support analysts, field and
systems engineers and consultants, and others who have many customer
interactions on a daily basis. Our experience with frontline
interviews shows that frontline employees can have a very reliable sense of what customers
want. Executives not only see consolidated improvement recommendations
but at their option, recommendations aligned by country or region, by industry,
by product release and by other relevant factors . . . reports
delivered fresh within hours. By keeping management current with
customer reality and taking timely action on their recommendations,
we help to:
- Achieve and sustain a high level of user
productivity and effectiveness
- Maximize user goodwill and the flow of
valuable improvement recommendations
- Enhance user communications,
synergy and goodwill
Return to Business
Performance i-Collaboration Solutions |
