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Business Innovation Evangelist: 4 Customer focused strategies
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Business Innovation Evangelist: 4 Customer focused strategies

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4 strategies, 3 company areas and many cross-functional relations 
with one common denominator: TO MAKE SURE THE CUSTOMER EXPERIENCE IS ALWAYS OUTSTANDING.

4 strategies, 3 company areas and many cross-functional relations 
with one common denominator: TO MAKE SURE THE CUSTOMER EXPERIENCE IS ALWAYS OUTSTANDING.

Published in: Business, Technology

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  • 1. 4 customer-focused strategieswww.lucaleonardini.com
  • 2. Overview LSS: Lean Six Sigma strategy to develop the culture of continuous improvement, to reduce 1 and to eliminate any kind of waste, to improve the quality of products/services and to improve Customer satisfaction. LSS BC: Brand Communication fostering a Web communication strategy where the Customer is the main focus for any commercial and marketing activity and where the goal is to open a direct communicaton channel with each Customer. 4 CM BC 2 JDF: Job Definition Format strategy to improve global efficiency within the graphic company, to facilitate inter-departmental communication by connecting business and production areas within a single integrated workflow. JDF CM: Content Management strategy to cut down production and management costs, to reduce production/delivery deadlines, to optimize 3 resources and to improve global efficiency in communication/marketing operations.www.lucaleonardini.com 4 customer-focused strategies 6
  • 3. Strategy & Management Area 1 LSS: Lean Six Sigma project to develop the new culture of continuous improvement. LSS LSS Advantages: - to reduce and to eliminate wastes, - to eliminate process variation, - to increase profit margins, - to have faster and shorter sales cycles, 4 CM BC 2 - to improve flexibility, - to maximaze efficiency, - to optimize resources, - to optimize all processes (business/production), - to improve the quality of products/services, - to improve Customer satisfaction. JDF 3www.lucaleonardini.com 4 customer-focused strategies 2
  • 4. Brand Communication area 1 BC: Brand Communication strategy to enhance Web communication. LSS Advantages: - to communicate directly with customers, - to reduce marketing costs, - to ensure effective communication, - to increase efficiency, 4 CM BC BC 2 - to improve Customer satisfaction. JDF 3www.lucaleonardini.com 4 customer-focused strategies 3
  • 5. ICT area - applicable only to Printing and Graphic Arts 1 JDF: Job Definition Format project to create an integrated workflow of all company areas. LSS Advantages: - to integrate information/data flow, - to speed up production and delivery, - to increase process efficiency, - to improve the quality of products/services, 4 CM BC 2 - to ensure better communication, - to improve Customer satisfaction. JDF JDF 3www.lucaleonardini.com 4 customer-focused strategies 4
  • 6. ICT area 1 CM: Content Management project to consolidate the company’s competitive margins. LSS Advantages: - to reduce production and management costs, - to reduce the time-to-market of marketing and communication projects, - to optimize resources, 4 CM CM BC 2 - to share and to modify data efficiently, - to speed up production and delivery deadlines, - to improve the efficiency of communication, - to improve web content distribution efficiency, - to improve Customer satisfaction. JDF 3www.lucaleonardini.com 4 customer-focused strategies 5
  • 7. 4 strategies, 3 company areas and many cross-functional relations with one common denominator: TO MAKE SURE THE CUSTOMER EXPERIENCE IS ALWAYS OUTSTANDING. 1 LSS Strategy & Management 4 CM BC 2 Brand Communication ICT JDF 3www.lucaleonardini.com 4 customer-focused strategies 7
  • 8. www.lucaleonardini.com