5 Essential Management Practices for Customer-Centric Companies
Management practices in a customer-centric management ecosystem are the specific methods and techniques that are considered decisive for the thorough execution of the associated customer-centered activities.
The use of specific practices, such as those described in this article, along the implementation of a customer-centric management strategy is not mandatory, nor are they going to guarantee profitability. However these are best practices that provide great help to workgroups and team members with the management of projects facilitating tasks and accelearating the results.
The following listing does not claim to be exhaustive and you should keep in mind that the selection of additional practices or techniques will be influenced by your specific goals, customer-centered project type and corporate environment.
The essential management practices are:
1. Quality Assurance
The objective of Quality Assurance is to ensure that the quality system of the company is operated and is effective in achieving end products that meet customer requirements.
Quality Assurance supports the delivery of high-quality products by providing the workforce and managers at all levels with appropriate visibility into, and feedback on, the processes and associated work products throughout their entire life cycle.
2. Change Management
The Change Management practice aims at managing the organizational change either at a project, unit or or cross-functional level within the organization, identifying the barriers to change and how to overcome them. Change Management usually targets the organizational structure and systems, work processes and workgroup relations.
The intention of Change Management is to prepare employees for doing more of the same things or to lift their standard of performance through training or the raising of awareness. Later, behavioral changes may be reinforced by changes in attitude or culture.
3. IT Governance
The IT Governance practice establishes a clear policy and provides a set of good practices for IT control and management throughout the organization, and bridge the gap between control requirements, technical issues and business risks.
IT Governance proves fundamental when the organization has to deal with a complex technology environment or an unintegrated IT infrastructure, while at the same time tries to capture, analyze and share key customer data and disseminate knowledge across all levels.
4. Partnership Management
The objective of Partnership Management is to set a systematic process for selecting, following up on and maintaining effective, productive, and harmonious relationships with partners.
Maintaining effective Partnership Management is important to ensure that the customer-centric management strategy using a partner stays on track. Many times how the organization manages partners will help to navigate through complex, changing and often unexplored terrain.
5. Social Media Management
Social Media Management set the guidelines for an effective and productive management of the organization’s social media tools.
Social Media Management is as important (or more) as what the organization does to capture new customers (or users) or advertise its social media channels. This is the reason why many organizations use professional community managers to serve as moderators and facilitators in the organization’s social media management.
The ultimate goal of sound social media management is to achieve a continuous participation of the customers in dialogue with the organization—or the employees.
The extent to which each practice should be used along the implementation of a customer-centric management strategy will depend on your organizational goals and Maturity level. Nevertheless, by embracing the guidelines set in a customer-centric Maturity model, the organization will find out when, how and to what extent these management practices can be used.