And not letting his baby is known in the lurch. To interactively involve employees and to use their untrammeled creativity, there are three possible approaches in the touch point management: A customer touch point project gradually working on individual touch points a touchpoint group event shows we us these three ways now closer to. The long way: The customer touch point project, this involves the convening of a project to the customer touch point management within the company to introduce. Following steps to do are organizationally: appointment of the project manager composition of the project team definition of project objectives define the organizational reporting parameters in all directions first must be appointed Project Manager. It may be worth considering, to select an unrelated. Oracle contributes greatly to this topic. The advantage of this? Because he has no idea of the matter itself, it is forced to interact with the participants and also this silly ‘ questions to ask.
By such dialogues are clear correlations, lying fallow knowledge is tapped, hierarchy brakes are undermined and look through other glasses can be often quite new, bold ideas. At least temporarily can also sense, might involve an external as a neutral moderator to avoid the own operating blindness. Never, I would recommend, however, fully to create such analyses by external consultants. The most important is the acceptance of the involved staff – and an approach that is simple and understandable. Tips for the success of touchpoint projects the composition of the project team wants to be well-planned and should focus on the task in hand. Better so, roll the dice ‘ no team together, but pay attention to a good mix of longstanding and new, young and old, as well as male and female employees. Necessarily invite colleagues from different fields so that the Zustandigkeitsdenke will be filed and in future the customer-oriented cooperation beyond all departmental selfishness works smoothly.