Role Clarity Is Critical In A Customer Hub Matrix.

The bounty of handoffs in a Customer Hub Matrix makes role clarity at the task level critical. A RACI-type definition is needed and may need to be done to a fairly minute level with critical tasks or customers. Especially sensitive is the communication to the customer. Although those in a hub shouldn’t be sequestered from the customer, chances are the customer will prefer one “point of contact.” Get specific when you are defining who interfaces with the customer and when.

2016-12-07T01:53:39+00:00 December 7th, 2016|Categories: Tip of the Day|