Positive customer relationships separate companies that grow from those that die. You need to understand who is trying to shape your reputation and how to magnify the good while minimizing the bad. Sifting through all the varied technologies, designing the business processes, and handling the change management in order to operationalize a customer experience or a reputation management program can often feel overwhelming.
-Understand your business, its needs, and its ability to respond to insight
-Identify the technologies that fit your business and its way of working
-Design the operationalization plan that earns each milestone and rolls out quickly
-Anticipate the obstacles and implement the change management program that will enable operationalization