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Dennis – The customer-focused quality manager

Top customer experience professionals know how to get things done. In particular, they know how to work through others to drive results. In a series of blog posts I’m taking a look at several personas representing key users of customer intelligence – their role, their needs, and tips on working with them.

Today’s post looks at Dennis – a quality manager. Since this role is intricately involved in improvement initiatives, the use of customer insights is critical.Dennis - the quality manager

HIS ROLE:

Dennis is the Quality Manager. His role is to champion, support, or lead quality improvement initiatives within the company. He leads the establishment of quality-related goals and targets in the company’s strategic planning. Dennis is often analytical, detailed, numbers-oriented but with the ability to assimilate and interpret the meaning of the data and maximize its use with various groups across the company.

HIS NEEDS:

Dennis needs customer intelligence that will align with internal metrics, but offer an external perspective. He needs to be able to zero in on the top priorities for improvement actions with a high confidence that focused attention in these areas will result in maximum return on the improvement investments.

WORKING WITH DENNIS:

To get Dennis’s buy-in and collaboration, the customer intelligence you provide must assist him in his priorities of alignment, integration, and execution of actions – which of course will make him/her more successful. Keys to facilitate this include:

  • Collaborate early – Connect with Dennis and integrate the metrics and customer intelligence with the efforts underway in the CI, Lean, Six Sigma, and related quality programs in the company.
  • Align effectively – Explicit alignment of internal programs with corresponding external perceptions is critical to truly affecting customer behaviors and relationships.
  • Ensure confidence – People like Dennis are numbers oriented and analysis savvy, so leverage strong scientific foundations of your approaches, models, frameworks, and techniques to build confidence and credibility.

Note: This is the second in a series of blogs looking at the key users of customer intelligence. The next blog will focus on technical support specialists.

 

Patrick Gibbons
Principal/SVP

Walker

About the Author

Patrick Gibbons

Patrick Gibbons

As Principal and Senior Vice President of Marketing for Walker, Gibbons has global responsibility for definition, branding, and promotion of the company and its solutions. Gibbons has published and/or contributed to a number of articles, papers, and blogs on customer intelligence topics and has a regular column in CRM Magazine. He has been a featured speaker at a wide range of conferences, and has produced a series of educational events for customer experience leaders.

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