• Aligning customer processes with company processes
• Consumer cycle and CxC Matrix stages combined
• The Customer View
• The Department View
• The Systems and Processes View

“Can’t Find My Order”—Our Systems are Down View

• Infusing each contact with corporate objectives
• Measuring performance contact-by-contact— customer contact flow depicts company success
• Harness the power of your customer
• The Simplest Measure
• The Company View—Monetization and “The Mower”
• The Rear View Window — How did we get here? 
• Recommended CxC Matrix monetization applications

Customer Strategy Married to Customer Architecture - CxC Matrix

Revenue Enhancement

Operations

Forecasting