Don't launch a product unless you have the right internal processes in place along with the right KPIs to monitor performance.

1. Crescendus™
Tip of the Day: July 18, 2016
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www.crescendus.com
Before you launch a product, check.....
1. Company processes (finance, legal, pre/post sales, product management, R&D, marketing,
services, supply chain, product recalls, operations, regulatory, IT) are in place to handle the entire
product and customer experience.
2. Perform a dry run of 10-15 common and complex customer interaction scenarios, including the
company's ability to respond to crisis situations. This includes multiple customer interaction
platforms (field sales, ecommerce site, telephone, email etc.) and potential supply chain
disruptions.
3. Share the results of the above scenarios with the Executive Team, along with recommendations
and standard operating procedures (SOPs).
4. Institutionalize SOPs for handling most customer interaction and product scenarios.
5. For customer request outliers (outside normal SOPs), have a rapid response team process in place
to handle those situations.
6. Agree on the selection of KPI's to monitor above product and customer management processes.