(Whether they are the primary customer who pays your salary or the one in the department next door!)
- Identify the Issue/Opportunity and determine the Process to Review.
- Decide who is the Customer.
- Understand the Customers current expectations.
- Clarify the customers view of what is a successful outcome.
- Identify what it is the process currently does that impacts customer success (negatives and postives).
- Develop SMART Successful Customer Outcome Statements of Intent.
