The document discusses who owns the customer relationship within a company. It proposes developing a Customer Experience Matrix and ontology to organize customer data and define roles and responsibilities for managing customer interactions across different departments. This will help companies optimize the customer experience and maximize customer value and profitability by taking a holistic, customer-centric view of the entire customer lifecycle.

1. © 2002. All rights reserved. ClientXClient Inc.
WHO
OWNS THE
CUSTOMER

3. © 2002. All rights reserved. ClientXClient Inc.
Marketing
Web
Product
Management
Logistics
Operations
Sales
ecommerce
Finance Legal
Customer
Service
Technology
Who Owns The Customer?

4. © 2002. All rights reserved. ClientXClient Inc.
Marketing
Web
Product
Management
Logistics
Operations
Sales
ecommerce
Finance Legal
Customer
Service
Who Owns The Customer?
Technology

5. © 2002. All rights reserved. ClientXClient Inc.
Marketing Web Product
Management
LogisticsOperationsSalesecommerceFinance Legal Customer
Service
Who Owns The Customer? Who Owns The Customer?Who Owns The Customer?
Technology
Who Owns The Customer?

6. © 2002. All rights reserved. ClientXClient Inc.
All rights reserved. Client X Client 908.350.3012
Customer Lifecycle
Company Functions
Information Systems

7. © 2002. All rights reserved. ClientXClient Inc.
All rights reserved. Client X Client 908.350.3012
Customer Lifecycle
Company Functions
Information Systems

8. © 2002. All rights reserved. ClientXClient Inc.
* Codify Customer Experience to Leverage &
Integrate Disparate Technologies for
Customer Centricity
*”Organize (data, customer interactions) from Customer Worthy Book

9. © 2002. All rights reserved. ClientXClient Inc.
Customer Experience
Ontology
A practical structure for BPO
performance monitoring &
compensation
Ontology for continuous
customer value improvement
Ontology for customer centric
workflow design
Ontology for customer centric
Design Thinking
Ontology for customer centric
business process mapping
Ontology for customer centric
data schema
Ontology for customer centric
business rules design
Ontology for customer centric
entity & object design
Who Owns The Customer?

10. © 2002. All rights reserved. ClientXClient Inc.
Codify Customer Experience to Leverage &
Integrate Disparate Technologies for
Customer Centricity

11. © 2002. All rights reserved. ClientXClient Inc.
Customer Experience
Ontology
A practical ontology for
representing the customer for
machine learning
Ontology for customer centric
system integration
Ontology for customer centric
workflow design
Ontology for customer centric
Design Thinking
Ontology for customer centric
business process mapping
Ontology for customer centric
data schema
Ontology for customer centric
business rules design
Ontology for customer centric
entity & object design
The Customer Experience Matrix Answers All the data and design questions technology has
for marketing, sales and customer service
The Customer Experience Matrix Provides Information Model for Companies to
‘Think Like a Customer’
For Information Technology (IT) Customer “Ownership” Requires Clear
Roles & Permissions Definitions, Entity & Transaction Data Mapping and
an Customer Experience Information Model Representing The Entire
Customer Experience Lifecycle

12. © 2002. All rights reserved. ClientXClient Inc.
Customer Experience MatrixTM:
Community
Outdoor
Affiliate
3rd Pty web
Wholesaler
Partner
Direct Mail
Email
Web
Call Center
Field Sales
Events
Retail
Branch
Support ReturnIdentification UsePurchaseSelectionAwareness
Customer Process
Channel
VISUALIZE ORGANIZE MONETIZE OPTIMIZE

13. © 2002. All rights reserved. ClientXClient Inc.
CxC Matrix
Department
Responsibility &
Accountability
Metrics & KPIs
1.Awareness
2.Information
3.Identification
4.Selection
5.Negotiation
6.Contract
7.Logistics
8.Delivery
9.Acceptance
10.$Collection
11.Use
12.Care&Support
13.Repair
14.Dispose
15.Community
Geography | | | | | | | | | | | | | | |
Digital | | | | | | | | | | | | | | |
Location | | | | | | | | | | | | | | |
3rd Party | | | | | | | | | | | | | | |
One-On-One | | | | | | | | | | | | | | |
Community | | | | | | | | | | | | | | |
Marketing
Advertising
Promotion
Communications
Product Management
Distribution
Operations
Sales
Operations
Delivery
Retail
Distribution
E-Biz
Communications
Sales
Third Parties
Finance
Product Management
Retail Operations
Re-Seller Management
Sales
Customer
Support
Operations
Sales

14. © 2002. All rights reserved. ClientXClient Inc.
We help clients:
 Understand the value and potential of each
customer, in order to monetize, prioritize and
optimize customer relationships
 Connect company goals to customer
performance for unprecedented competitive
advantage and unmatched planning, execution
and forecasting
 Enable every decision-maker to make better,
more profitable decisions
 Deliver satisfying, differentiating, profitable
experiences to each customer
Expertise:
 Customer Value
Optimization
 Business Intelligence
 Customer Experience
Management
 Marketing Technologies
 CRM
 Sales
 Customer Operations
 Segmentation
 Database Marketing
 Customer Profitability

15. © 2002. All rights reserved. ClientXClient Inc.
Next Generation of Customer
Insights & Analytics:
• Leadership
• Methods
• Metrics
• Technology
• Innovation

16. Michael R Hoffman
Contact: Michael R. Hoffman, mrh@customerworthy.com 908.350-3012
Thank You
WARNING!
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