Last week I posted a survey here on my blog. I have now looked at the results.
As you can see from the chart above, most of the items are rated as at least “important” (click on the image to see the file). The biggest disagreement was with regard to governance models, where most people either seemed to think this issue was very important or unimportant.
The item that was rated as most important overall was: “Ensure that we have an organization that makes it easy for our customers to do business with us”.
For this reason I will, for the next few weeks, develop material that I hope will be useful in tackling this particular challenge. I will then move to the second and third issue on the list.
I will publish some of the material that I develop on this blog, but if you want a more in-depth discussion of this issue, I will distribute a separate newsletter.
In the newsletter I will discuss how one can analyze the current situation and design more customer focused roles, processes, and structures.
You can sign up to the newsletter here (P.S., if you responded to the survey and entered your e-mail then, no need to do it again).