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Performance Factors

Short-sighted product focus . Weak foundation and process. Weak delivery and relationship. Move out silo’d focus. Long-term relationship focus. Eroding foundation. Strong product service relationship. Sponsorship account integration. Intensely customer-centric.

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Performance Factors

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  1. Short-sighted product focus Weak foundation and process Weak delivery and relationship Move out silo’d focus Long-term relationship focus Eroding foundation Strong productservice relationship Sponsorship account integration Intensely customer-centric Strong overall, superior foundation and people Superior service, delivery and relationship Keep leveraging information in the context of their business Emerging customer experience focus Strong program and process Strong serviceand delivery Cross-functional ownership re-engagement Performance Factors Market Position CEM Program Customer Experience Keys to Loyalty Growth Sustainers Optimizers Maximizers Innovators

  2. Performance Factors Market Position CEM Program Customer Experience Keys to Loyalty Growth Short-sighted Product Focus Weak Foundation and Process Weak Delivery and Relationship Move out silo’d focus Sustainers Long-term Relationship Focus Eroding Foundation Strong Product/Svc and Relationship Sponsorship Account integration Optimizers Intensely Customer-Centric Strong Overall, Superior Foundation and People Superior Product/Svc, Delivery and Relationship Keep leveraging information in the context of their business Maximizers Emerging Customer Experience Focus Strong Program and Process Strong Product/Svc and Delivery Cross-functional ownership Re-engagement Innovators

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