Customer Performance Management
A white paper by Dave D’Arcy on moving from managing activity to influencing business performance.
A different way to think about customer operations.
This paper challenges the familiar customer experience model and asks what changes when retention, value and business outcomes become the organising principles.
- Why activity-led models limit what operations can achieve.
- The relationship between customer and commercial performance.
- A case for changing how outsourcing value is defined.
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