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In this episode we talk about improving the customer experience and reducing risk through operational excellence, so we brought on Michael Popa. Companies can often go wrong in their strategy when structuring their teams and compensation. So it comes down to aligning on the responsibilities of sales all the way down to what are the metrics each one’s accountable for and how are they compensated for that. Michael gives his method for looking over and assessing business processes responsible, accountable, consulted, and informed (RACI). Make sure your different departments are communicating well so that customers don’t have to repeat themselves. The handoff is an important part of on-boarding customers.
- Michael’s background 1:00
- Helping companies get to excellence 4:27
- Where companies often go wrong in strategy 6:07
- RACI 8:16
- Guiding more of the process and strategy 11:42
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