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I shutter when I think about it. But some organizations have to start this way. Not my recommended method.
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Business901
Inside – Out
Business901
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Business901
Pre-Purchase Purchase Post Purchase
Line of Interaction
Line of Visibility
Line of Internal Interaction
Not used at this time
Services – Information
Not used at this time
Business901
Not Used At this time
Services – Information
Pre-Purchase Purchase Post Purchase
Line of Interaction
Line of Visibility
Line of Internal Interaction
On Stage Actions
Back Stage Actions
Support Processes
Pre-Purchase Purchase Post Purchase
On Stage Actions
Back Stage Actions
Support Processes
Line of Interaction
Line of Visibility
Line of Internal Interaction
Pre-Purchase Purchase Post Purchase
On Stage Actions
Back Stage Actions
Support Processes
Engage Connect Customize Collaborate Advocate
$5,000 $2,000 $2,000 $1,500 $3,000
Engage Connect Customize Collaborate Advocate
Marketing
Service IT
IT
Sales Acctng
Purchasing
Sales Service Sales
Consultant Vendor Vendor
Marketing
Partner
Service
Sales Service
IT
Engage Connect Customize Collaborate Advocate
Pre-Purchase Purchase Post Purchase
On Stage Actions
Back Stage Actions
Support Processes
Pre-Purchase Purchase Post Purchase
On Stage Actions
Pre-Purchase Purchase Post Purchase
Back Stage Actions
Pre-Purchase Purchase Post Purchase
Support Processes
Pre-Purchase Purchase Post Purchase
Purchasing
Service
Sales
Service
IT
Pre-Purchase Purchase Post Purchase
On Stage Actions
Back Stage Actions
Support Processes
Pre-Purchase Purchase Post Purchase
On Stage Actions
Back Stage Actions
Support Processes
Customer Desired Re-actions
Engage Connect Customize Collaborate Advocate
Engage Connect Customize Collaborate Advocate
Services – Information
Customer Experiences (Actions)
On Stage Actions
Back Stage Actions
Support Processes
Line of Interaction
Line of Visibility
Line of Internal Interaction
Customer Experiences (Actions)
On Stage Actions
Back Stage Actions
Support Processes
Line of Interaction
Line of Visibility
Line of Internal Interaction
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Resources Used Books: This is Service Design Thinking: Basics - Tools - Cases Lean Thinking: Banish Waste and Create Wealth in Your Corporation, Revised and Updated The Experience Economy: Work Is Theater & Every Business a Stage Websites: Business901” http://business901.com
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