The contribution of CX projects to the success of a business strategy concentrate on complete customer satisfaction, as illustrated in the following diagram:
The CX project comprises three phases:
- Project planning: Includes goal setting and defining the project team, their activities, and standards related to client value management
- Effective project development: The stage in which a manager analyzes the realization and fulfillment of deadlines for different activities
- Project efficiency evaluation: Refers to the contribution of the project to the global strategy of the organization
The complexity of a CX project can be determined through the following:
- Number of companies involved in project: The complexity of a project increases exponentially with the number of companies involved with the implementation. This problem is even more pronounced in the case of multi-country implementations, in which a company is implementing similar functionalities in each market, because there are many companies involved who have diverging requirements.
In addition, if the goal is prediction and behavioral planning of clients based on multidimensional analysis information after each interaction with the client, the project must cover a large number of different departments. - A Number of CX component components: This refers to subsystems that will be included in the CX system, such as the transaction processing system, online system communication, storage management, system data, and the like.
The conclusion is that the larger the number of company departments included and the more components are in the CX system, the more realistic the business support strategies, which are geared towards the full satisfaction of the client needs.