Operations Improvement

Lee Ann specializes in operations for client-facing areas of the business.

People:

  • Organizational structure
  • Roles, responsibilities, skills
  • Training programs
  • Culture
  • Recognition and rewards

Process:

  • Process mapping
  • Process assessment
  • Process design
  • Reporting and analytics
  • Change management
  • Communications plans
  • Customer segmentation
  • Customer Account Review process design

Tools:

  • Customer Relationship Management (CRM)
    • CRM strategy
    • CRM business requirements & design
    • CRM roadmap
    • CRM data management plans
    • CRM reports and dashboards
  • Structured job aids
    • Customer Account Review templates
    • Custom tools to support repeatable processes that are managed outside of CRM

Customer Experience (CX):

Lee Ann is experienced in the following Customer Experience disciplines:

Customer Experience Strategy:

  • Intended experience definition

Customer Centric Culture:

  • Customer empathy program development

Customer Understanding:

  • Customer Personas
  • Customer Journey Mapping
  • Voice of Customer program development
  • Customer Advisory Council program development

Customer Experience Design:

  • Touchpoint design

Customer Experience Metrics:

  • Customer Relationship measurement
  • Moment of truth transaction measurement
  • Associating CX Metrics with Business Results

Governance:

  • CX authority and accountability framework