July 15, 2005 - 2:13 P.M.
What has IT done for your customers lately?
- IT TOPICS:Development, Management
Whether you're redesigning a Web site or doing some thinking about the strategic role of IT in your business, here's a great list of questions to ask yourself about serving customers:
- Can you change the way you do business to save your customers time?
- Can you reduce the number of steps a customer must take to do business with you?
- Can you eliminate hassles and annoyances in your transactions (e.g., forcing the customer to repeat information)?
- Can you create a single point of interface between your company and your customers?
- Can you solve some customer issues with a single transaction rather than with multiple interactions?
- Can you routinize customer-facing activities to make them faster?
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Source: Adapted from the book "Market Busters," by Rita Gunther McGrath and Ian C. MacMillan (Harvard Business School Press, 2005).
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