ISO 27001

Measure Customer Centricity with Staff Surveys

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Many organisations include customer centricity and customer-first as strategic business goals in their annual reports and marketing collateral.  Management systems will often be put in place to track customer-centric business metrics (KPIs) to track and respond to improvements or degradations in the quality of service delivered.  Management systems are often complemented by sanity checks to discover what actually happens on the […]

Maturity Models

Maturity Models

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The key insight (Anna Karenina principle) which drives Maturity Models is that all successful companies in a given field have to surmount the same obstacles. A good maturity model will clearly group and articulate these obstacles (normally termed dimensions) along with understandable levels.  The resulting two-dimensional matrix should be summarised in a single graphic and […]