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Is having "Customer Segment Executives," responsible for the end-to-end experience for a group of customers, a good idea for improving the customer experience?



No. Our organization is too product-line focused for this approach to work.

No. Our products and services and our customer experience should be the same for all customers.

Yes. We already have executives who are responsible for the end-to-end customer experience for customers in specific audiences or segments and it's working for us.

Yes. But we are not there yet.

Yes. But our organization and metrics are centered on operations (sales, call center, fulfillment), and it will be very difficult to shift our emphasis.

Maybe. But we sell through channel partners. Different partners serve differerent customer audiences. They are our "segment managers.

Maybe. Haven't thought about this much yet. Not sure how it would apply to our organization or our business.

Other:

Other:

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