Customer Perceived Business Model (CPBM) – the action motor and central success logic
The central reference of our tool is the CPBM. Customer perception leads behavior. From our corporate perspective, customer behavior should be focused on re-purchasing, extending share of wallet, promoting us, or any other measurable business target that we may have defined to stand for success.
CPBM connects customer perception with business success, organizational structures and action templates. As a result CPBM generates, drives and monitors activities for each and every case of customer feedback. Effectively CPBM automates customer related processes, communication and interaction, or it can decide to pass the case onto an agent.
We assume a customer journey, goes through all touchpoints in the life cycle of for example, a contract. CPBM models business success for all or segments of customers for the entirety of the customer journey, based on empirical data.
This model enables CPBM to hold information about the impact of each touchpoint on business success, which helps to prioritize all kinds of resulting activities.
For each of the touchpoints, CPBM holds information about the ten most frequent problems with a specific solution/interaction template.
CPBM also contains a section for customer policy which reflects strategic and competitive targets. Finally CPBM can relate each touchpoint to an organizational unit or an individual employee. Based on this, CPBM tracks the interaction and problem history, registering successful solutions, for each new case looking up the history to supply an immediate solution, either for interaction or communication.