Weekly Minute 42 - Customer Life Cycle

This analysis tool creates a 'customer focused' approach for the initial round of Systems Documentation (Minutes 11, 12, 13).

 

When you think about your Customer Life Cycle, start with how you find your Customers or how they find you.  Then consider what you do to make them a Client; how you treat them and how you deliver your Product and Service to them.  Document the way your Business acts right through to the end of your transaction with them and then back again.

You make decisions about when certain documents are presented to them, when they are informed of your Credit Policy (Minute 35) and what records will be kept.

Start by creating a numbered or bullet-pointed list.  Make certain headings (as appropriate for your business) and then add the details within each heading.  Start with a 'draft' and have your team review the parts that affect them until you have the process fully documented.

You will find, over time, that this list does not cover all of the areas of your business that you need to document, however, it creates a great starting point.

If you would like to see a part of Brightwater's 'Client for Life Cycle' email 'Minute 42' to bizplan@brightwater.com.au.